1st Line Support Engineer

1st Line Support Engineer - IT Managed Services

A well established and leading IT Managed Service Provider is seeking a motivated and technically driven 1st Line Engineer to join them on a permanent basis. Established over 20 years ago, our client has become a leader in their field and has developed an excellent reputation within industry for providing a vast range of IT services with their clients being at the centre of everything they do. They work with a wide range of clients, of varying sizes and demands, across London and the Home Counties.

You'll be working within a dynamic and well-established team providing 1st line support across an array of different clients, internal systems and management. This role will allow you to quickly establish yourself within the team and will give you the opportunity to gain exposure to 2nd Line responsibilities and eventually 3rd line/project work. Our client has created a hard-working yet fun and collaborative environment, they pride themselves on not just providing first class technical solutions but doing this with an exemplary level of customer service.

Responsibilities:

• Provide 1st (and some 2nd) line support by remotely troubleshooting, resolving and escalating incidents
• Answer service desk calls and log tickets on their PSA (Professional Services Automation software)
• Provide regular and clear communication with customers regarding ticket status and expected resolution times.
• Produce and maintain accurate technical documentation
• Assist with the deployment of client and internal projects when required

Requirements:

• Previous experience working within a 1st Line role, ideally within an IT Services environment
• Posses excellent customer service skills, with the ability to break down technical terms
• Excellent troubleshooting, analytical and problem solving skills
• Exposure/troubleshooting experience with some of the following technologies: Windows 10 and 11, Microsoft Office and Microsoft 365 products (including Exchange Online, SharePoint, Teams and OneDrive), mobile devices.
• Basic hardware knowledge

In return, they are offering 26,000 - 30,000 PA (depending on experience) plus numerous other benefits, including funding further training/certifications.

Standard office hours (Office location - Central London)

Some flexibility to work from home