1st Line Helpdesk Engineer

1st Line Helpdesk Engineer

Based in London, NW1

PC Mac Support are a highly regarded Managed Service Provider (MSP) based in Camden North London, renowned for our exceptional service and loyal client base.

We are currently seeking an experienced Helpdesk Desk Engineer to join us on a permanent basis and take on a crucial role within our team.

This role will give you the chance to play a key role in a growing team and gain exposure to a wide variety of the most up to date technology.

This position is ideal for a candidate who has already held a similar support role, ideally in an MSP, possesses strong helpdesk and analytical skills and is capable of thinking on their feet.

You will collaborate closely with the other departments in-house as well as, external vendors, to ensure that all IT-related issues coming into the support desk are triaged or escalated accordingly to ensure issues are resolved in a timely and efficient manner.

The role

• To be part of a small team responsible for handling all incoming client requests, triaging and progressing all support requests via phone, email, video call and remote tools while providing an exceptional client experience
• Build positive client relationships through exceptional service, tenacity and the willingness to do the right thing!
• Diagnosing, troubleshooting, testing, repairing and servicing hardware
• Build and deploy PC’s and other devices to client networks
• Liaising with 3rd party vendors
• Create, update and maintain documentation relating to client environments
• Involvement in pre-sales, identifying & specifying solutions, quoting, preparing & presenting proposals to all levels of client management
• IT Knowledge and experience of:
• Active Directory administration
• Mac OSX
• Microsoft Office
• O365 Email, Teams and SharePoint
• Understanding of switches, routers & firewalls,
• Understanding of TCP/IP & basic network troubleshooting
• VPN’s
• Primarily an office based role but some site visits & client meetings will be expected

The person

• Exceptional client support skills with a desire to provide an excellent client experience.
• Confident personality with excellent written and verbal communication skills, comfortable dealing with all levels of clients
• Pro-active attitude with a willingness to learn and develop
• Self-starting team player who can work on their own initiative, capable of identifying, owning and developing solutions to resolve repetitive issues
• Solid troubleshooting, problem solving and analytical skills
• Ideally MS900/AZ900 certified (or working towards) Microsoft or CompTIA.
• Ability to multi-task and prioritise your workload while maintaining excellent attention to detail and exceeding KPI’s
• Good time management
• 2 years minimum commercial experience

Remuneration

The salary bracket for this role is £25,000 – £30,000 pa, subject to age, experience and qualifications, with 20 days holiday per year plus statuary days.

We also offer comprehensive ConnectWise training to all our staff members to help optimise and further their IT education

A company pension is also provided on completion of a successful probationary period.