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For Companies At a Glance
- Tasks: Be the go-to person for tech support, solving issues and helping customers thrive.
- Company: Join a fast-growing MSP that values your growth and development.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive team environment.
- Why this job: Make a real impact while developing your skills in a dynamic workplace.
- Qualifications: Experience with Office 365, Cloud tech, and a knack for problem-solving is essential.
- Other info: Opportunity to work with cutting-edge technology and grow your IT career.
The predicted salary is between 28800 - 42000 £ per year.
Job Title: 1st Line IT Support Engineer
Location: Gateshead (Hybrid working)
Salary: Competitive
Job Type: Permanent
NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our client is experiencing a significant period of growth and is dedicated to fostering a dynamic and ambitious work environment, with a strong focus on the professional development of their team.
Responsibilities:
- Act as the primary point of contact for handling telephone inquiries from clients, ensuring tickets are logged and necessary details about issues are gathered.
- Diagnose and analyse issues during calls with customers, aiming to identify root causes and resolve problems on the first attempt whenever feasible. Offer continuous support through clear, concise verbal and written communication.
- Record incidents in the support system, escalating more complex issues to second or third-line support teams when required.
- Adhere to service level agreements for both phone and email-based support interactions.
- Handle issues effectively and efficiently, ensuring they are resolved within appropriate timeframes.
- Collaborate closely with team members to maintain a cohesive and supportive work environment.
- Take a proactive approach to monitoring system alerts and managing day-to-day tasks.
- Ensure all documentation is accurate and up-to-date, including internal documentation and knowledge base articles.
What we are looking for:
- Hands-on experience with the Office 365 and Cloud technologies.
- Proficient in user setup, including Active Directory and O365 configuration.
- Strong awareness of the ITIL Framework is a critical requirement.
- Logical approach to problem-solving, with a focus on identifying root causes.
- Strong customer service orientation.
- Exceptional skills in delivering high-quality customer service.
- Solid understanding of Windows 10 and 11
Desirables:
- VOIP and telephony systems
- Microsoft certifications
- MSP
- Apple OS knowledge
For more information or to apply, click Apply Now and a member of our team will be in touch.
First Line Support employer: NRG
Contact Detail:
NRG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support
✨Tip Number 1
Familiarize yourself with the ITIL Framework, as it's a critical requirement for this role. Understanding its principles will not only help you in the interview but also demonstrate your commitment to providing high-quality support.
✨Tip Number 2
Brush up on your knowledge of Office 365 and Cloud technologies. Being able to discuss your hands-on experience with these tools will set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your problem-solving skills during the interview. Think of specific examples where you've successfully diagnosed and resolved issues, especially on the first attempt.
✨Tip Number 4
Highlight your customer service experience. This role emphasizes strong communication skills, so be ready to share how you've effectively handled customer inquiries and maintained a positive relationship.
We think you need these skills to ace First Line Support
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the 1st Line IT Support Engineer position. Familiarize yourself with the key skills mentioned in the job description, such as experience with Office 365, ITIL Framework, and customer service orientation.
Tailor Your CV: Customize your CV to highlight relevant experience and skills that align with the job description. Emphasize your hands-on experience with technologies like Active Directory and O365 configuration, as well as any certifications you may have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your commitment to delivering exceptional customer service. Mention specific examples from your past experiences that demonstrate your problem-solving abilities and technical expertise.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a support role.
How to prepare for a job interview at NRG
✨Show Your Technical Skills
Be prepared to discuss your hands-on experience with Office 365 and Cloud technologies. Highlight specific examples where you've successfully set up users or resolved issues related to Active Directory and O365 configuration.
✨Demonstrate Problem-Solving Abilities
During the interview, be ready to explain your logical approach to problem-solving. Share instances where you identified root causes of issues and how you resolved them on the first attempt, showcasing your analytical skills.
✨Emphasize Customer Service Orientation
Since this role requires exceptional customer service skills, prepare to discuss your previous experiences in delivering high-quality support. Use specific examples to illustrate how you handled challenging customer interactions effectively.
✨Familiarize Yourself with ITIL Framework
Understanding the ITIL Framework is critical for this position. Brush up on its principles and be ready to discuss how you've applied ITIL practices in your previous roles, especially in relation to incident management and service delivery.
