At a Glance
- Tasks: Provide 1st line IT support, logging and resolving incidents to minimise business impact.
- Company: Join a dynamic team in a leading tech company with a focus on customer service.
- Benefits: Enjoy remote work flexibility, competitive salary, and professional development opportunities.
- Other info: 12-month contract with excellent career growth potential and a supportive team environment.
- Why this job: Kickstart your IT career while making a real difference for users every day.
- Qualifications: Strong communication skills and a passion for technology are essential.
The predicted salary is between 30000 - 40000 £ per year.
Respond to IT related incidents and service requests, logging and resolving requests in order to minimise business impact, whilst providing excellent customer service. Please note this is a 12 Months FTC, based in Coalville.
Shift Pattern
- Training is 0830-1700.
- Once trained, the shift pattern will be:
- Week 1 - 0600-1430 - Work from home
- Week 2 - 07:00-1530 - Work from home
- Weeks 3/6 - 0830 - 1700
- You can work from home 2 days a week.
What you will do
- Respond to incidents and service requests related to IT services in line with SLA’s.
- Log all incoming incidents and service requests according to ITIL processes and local procedures.
- Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow).
- Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
- Escalate incidents within our Operational Level Agreements to ensure that Service Level Targets are met.
- Report incidents to 3rd party suppliers as required and monitor their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place.
- Monitor systems.
- User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
- General IT administration.
Contacts with Others Within the Business
- Line Managers and Directors
- End Users
- Central services
- CIO
- IT Management team
- IT Teams
- Committees & meetings
- Service Desk Briefings
- IT Department Briefings
What we expect of you
- Excellent communication skills, able to communicate with technical and non-technical employees/staff.
- Proactive and self-motivated, able to stay calm and positive.
- Understanding of IT systems, PCs and networks.
- Customer service oriented with a good telephone manner.
- Attention to detail and high accuracy of work.
- Organisational skills and ability to prioritise demands of several customers at once.
- Work well under pressure.
- Desktop support (Windows 10 and onwards).
- Experience using Ghost imaging tools.
- Experience of supporting mobiles, tablets/smartphones (iOS and Android) and troubleshooting network issues, understanding of WAN/LAN technologies.
- Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, OUs etc.
- Experience of setting up network printers and troubleshooting, ideally with follow me printing technology.
- Software installations and troubleshooting.
- Team player.
- Professional & punctual.
- ITIL Foundation (desirable).
- COMPTIA A plus (desirable).
- Microsoft MTA (optional).
Job Challenges
- Managing the workload from the calls to the call logging system.
- Supporting users (different abilities) with different needs.
- Prioritising incoming calls and making decisions on what to fix first and when.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
1st Line IT Support Engineer – Remote/Hybrid (12-Month FTC) in Coalville employer: Dormont Manufacturing Co
At CDW, we pride ourselves on being an excellent employer, offering a supportive work culture that values collaboration and professional growth. As a 1st Line IT Support Engineer in Coalville, you'll enjoy flexible working arrangements, including the opportunity to work from home two days a week, alongside comprehensive training and development programmes to enhance your skills in a dynamic IT environment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Engineer – Remote/Hybrid (12-Month FTC) in Coalville
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of IT systems, especially Windows 10 and Active Directory. We want to see you confidently troubleshoot issues and provide top-notch support.
✨Tip Number 2
Practice your communication skills! You’ll be dealing with both tech-savvy folks and those who might struggle a bit. We need you to explain things clearly and keep everyone calm and informed.
✨Tip Number 3
Show us your customer service flair! Think about how you can make each interaction positive. Remember, it’s all about minimising business impact while keeping users happy.
✨Tip Number 4
Apply through our website! It’s the best way to get noticed. Make sure your application highlights your relevant experience and skills, and don’t forget to mention your ability to work under pressure.
We think you need these skills to ace 1st Line IT Support Engineer – Remote/Hybrid (12-Month FTC) in Coalville
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line IT Support Engineer role. Highlight your experience with IT systems, customer service skills, and any relevant qualifications like ITIL or CompTIA A+. We want to see how you fit into our team!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills can help us provide excellent customer service. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills:Since you'll be dealing with both technical and non-technical staff, it's crucial to demonstrate your communication skills in your application. Use clear language and avoid jargon where possible. We want to see how you can connect with everyone!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your IT Basics
Brush up on your knowledge of IT systems, networks, and desktop support. Be ready to discuss your experience with Windows 10, Active Directory, and troubleshooting techniques. This will show that you understand the technical requirements of the role.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare examples of how you've handled difficult situations or resolved issues for users in the past. Highlight your communication skills and ability to stay calm under pressure.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is crucial for this position. Make sure you can explain how incidents and service requests are logged and categorised. Being able to discuss these processes will demonstrate your readiness to fit into their operational framework.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to prioritise multiple calls or manage a heavy workload. Practising your responses will help you articulate your thought process during the interview.
