1st Line End User Support Engineer

LIMA Networks LTD; Stockport; On-site; GBP 25,000 - 35,000; Full time

Job description

From infrastructure and cloud solutions to cybersecurity, managed services and beyond, our partnership-based approach delivers long-term value for our customers. In over 25 years, it's made us a trusted provider to organisations across the public and private sectors.

We're actively recruiting a 1st Line Support Engineer to join our dynamic Service Desk team. As our clients' first point of contact, you'll play a pivotal role in logging, troubleshooting, and resolving service tickets efficiently within our End-User Support (EUS) Desk. This role primarily focuses on the Microsoft Stack, so a strong foundation in Microsoft technologies is essential.

This is a fixed-term opportunity to cover maternity leave; however, with our exciting pipeline of customer projects, there is a potential for the role to transition to a permanent position.

Day to day, you will:

1. Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
2. Diagnose, troubleshoot, and resolve End User Support issues in accordance with agreed Service Level Agreements (SLAs).
3. Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration.
4. Onboard new customer assets into the LIMA End User Support Service Desk, maintaining accurate records and system updates.
5. Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions.
6. Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency.
7. Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution.
8. Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.

To be successful you should have skills or knowledge of these technologies:

1. Active Directory
2. Office 365 Administration
3. Microsoft Intune
4. Microsoft Teams
5. Group Policy
6. Basic Network and Hardware issue diagnostics
7. Anti-Virus and other end-user security systems
8. Basic Service Desk procedures such as New Starter Processes

Experience with the ITIL framework or a solid understanding of its principles would be a strong advantage.

Benefits:

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

1. Time to relax with 25 days holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each year.
2. An additional paid day to celebrate your birthday with family and friends.
3. Life assurance coverage at 4 times your annual salary.
4. From day one you'll have access to Medicash our healthcare cash-back plan and after two continuous years of service have the option to join our private medical scheme.
5. Access to ongoing training and development opportunities to help you grow in your career.
6. Enhanced maternity, paternity and adoption pay after two continuous years service.
7. Confidential counselling and support services to help you navigate life's challenges.
8. Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike.
9. Engage with your colleagues through team-building activities and events.
10. Get prime view seats for the price of a standard ticket at the AO Arena, with full VIP treatment.