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- Tasks: Provide top-notch technical support and manage client inquiries daily.
- Company: Join a rapidly growing MSP dedicated to team development and innovation.
- Benefits: Enjoy hybrid working options and a supportive work culture.
- Why this job: Be part of a dynamic team focused on professional growth and customer satisfaction.
- Qualifications: Experience with Office 365, Cloud tech, and ITIL framework is essential.
- Other info: This is a permanent position with opportunities for advancement.
The predicted salary is between 24000 - 36000 £ per year.
Job Title: 1st Line IT Support Engineer Location: Gateshead (Hybrid working)
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.
Act as the primary point of contact for handling telephone inquiries from clients, ensuring tickets are logged and necessary details about issues are gathered.
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.
Take a proactive approach to monitoring system alerts and managing day-to-day tasks.
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.
Exceptional skills in delivering high-quality customer service.
Solid understanding of Windows 10 and 11
Microsoft certifications
Helpdesk Support / 1st Line Support employer: NRG.
Contact Detail:
NRG. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Support / 1st 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 your day-to-day tasks but also demonstrate your commitment to delivering high-quality service.
✨Tip Number 2
Brush up on your knowledge of Office 365 and Cloud technologies. Being hands-on with these tools will give you an edge during the interview process, showing that you're ready to hit the ground running.
✨Tip Number 3
Practice your customer service skills. Since this role involves direct interaction with clients, being able to communicate effectively and empathetically will set you apart from other candidates.
✨Tip Number 4
Make sure you have a solid understanding of Windows 10 and 11. Highlighting your proficiency in these operating systems can significantly boost your chances of landing the job.
We think you need these skills to ace Helpdesk Support / 1st Line Support
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the 1st Line IT Support Engineer position. Highlight key responsibilities and required skills, such as experience with Office 365, Cloud technologies, and ITIL Framework.
Tailor Your CV: Customize your CV to reflect relevant experience in technical support and customer service. Emphasize any hands-on experience with Windows 10/11, Active Directory, and your understanding of ITIL principles.
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 of how you've successfully resolved technical issues in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
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. You might be asked to solve a technical problem on the spot, so brush up on your knowledge of user setup, Active Directory, and O365 configuration.
✨Demonstrate Customer Service Excellence
Since this role emphasizes high-quality customer service, think of examples from your past experiences where you successfully resolved customer issues. Highlight your communication skills and how you ensure client satisfaction.
✨Understand the ITIL Framework
Familiarize yourself with the ITIL Framework as it is a critical requirement for this position. Be ready to explain how you have applied ITIL principles in previous roles or how you would approach incident management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice articulating your thought process when handling common support issues, including how you would escalate problems to second or third-line support.
