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1st Line Support Engineer - Perm - London
Salary: £25,000 - £28,000 pa
Hybrid working (5 days during probation - post probation: 3-4 days a week in the office, 1-2 days remote dependant on business needs).
Our client a leading MSP is looking for a 1st Line Support Engineer in their London offices. You will take a supporting role in the management and resolution of customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective Problem Management.
They have been accredited by Best Companies for 2023 as being one of the top 25 Best small companies to work for in London, Top 50 Best Small Company to work for in the UK and UK’s Top 25 Best Company to work for in Technology.
1st Line Support Engineer Job Specifications:
- MSP background preferable
- 1-2 years proven experience in an IT support role
- Experience of working to an ITIL framework in a service desk capacity
- Microsoft Windows Server 2016 – 2022
- Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
- Active Directory Management
- Windows 10, 11 Operating System Support
- Apple OS and Apple Mac support experience
- Microsoft Office Suite
- Backup Technologies such as DATTO, Acronis
- Laptop/desktop and thin client support
1st Line Support Engineer Main Tasks and Responsibilities
- Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
- Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
- Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
- Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
- Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
- Log and assign tickets and monitor workloads for the other Service Desk team members.
Benefits:
- Hours: 7.5 hours a day
- Shift pattern between 8am – 6pm (either 8am – 4.30pm, 9am-5.30pm or 9.30am – 6pm)
- Holidays: 20 days per year, plus bank holidays. After passing probation you receive your birthday off!
- Competitive Package Offered, Vitality at Work Business rewards & Benefits, breakfast on Wednesday’s, Cycle to Work Scheme, Gym Membership, gaming nights, football plus quarterly team/companywide events!
- Exams towards certifications relevant for your role fully paid for by the company
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
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