1st Line Technical Support

We are looking to develop our current team with the addition of a passionate 1st Line Technical Support Engineer who is keen to learn and grow with the business. As a 1st line technical support engineer, you will be responsible for providing remote support for IT infrastructure, cloud hosting & telecoms networks.

You will be working with over 150 different clients varying from SMB to SME sizes, to resolve or escalate their technical issues in a prompt and professional manner as well as building and repairing PCs, laptops and printers and other workshop duties. It will be a role working between workshop and helpdesk. Full training and support will be provided.

If you have a passion for IT and looking to bring new ideas to the team this could be the role for you.

Key responsibilities will include:

Answering the technical line to support our clients as the first point of contact.

Provide remote and telephone support for client networks and applications.

Responsible for handling support of ticket requests which relate to all technology including; workstations, servers, printers, networks, and vendor specific hardware and software.

Updating the help desk ticketing system, ensuring the calls are logged and all notes, progress and actions have been added promptly and accurately.

Prioritise tickets based on impact to keep efficient progress.

Work to the contracted SLAs and liaise with 3rd parties as required, escalating within the helpdesk team were necessary.

Building PCs

Pre delivery setup of laptops

Repairing PCs, laptops and printers

Dealing with third parties to arrange external repairs and tracking documentation

Stock control of components and cables

Pre delivery preparation of servers / infrastructure equipment

Updating asset register for customers new equipment before delivery.

Keeping up to date with any training and learning logs.

Dealing with deliveries and receipting them into stock

Dealing with software issues e.g. installation and upgrade

Skills and Experience:

1-2 Years prior experience within a technical support focused role.

Active Directory Administration

Office 365 & Azure support and management.

Windows 10,11 Operating systems.

Microsoft Office 365 apps.

Virtualisation (Hyper-V, VMware)

Basic Routing and switching knowledge.

Knowledge with backup vendor software such as Veeam, StorageCraft.

Basic Telephony systems Knowledge.

Current MS-10X or MD-10x certifications preferred but not essential.

• Good communication skills
• Proactive and eager to learn
• Good knowledge of IT Systems and Support
• Professional and Courteous
• Comfortable with all aspects of customer service (face to face, phone and email)

Hours & Benefits

Monday to Friday 8AM – 5PM

30 minutes lunch daily

20 days holiday entitlement (plus bank holidays)

Free onsite parking with EV charging points

Air conditioned modern offices with modern kitchen

Training opportunities

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• On-site parking

Schedule:

• Monday to Friday

Experience:

• Technical support: 1 year (required)

NO AGENCIES

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