1st Line Engineer

James Frank Associates; Tonbridge; On-site; GBP 21,000 - 25,000; Full time

Job summary

James Frank Associates are seeking a diligent 1st Line Engineer for a full-time, permanent position in Tonbridge. The role involves providing frontline IT support, handling hardware/software installations, and maintaining client-facing service levels.

Candidate should have at least 1 year in a similar IT role, preferably in an MSP environment, and have access to their own vehicle for site visits. You will learn from senior engineers while supporting a diverse client base.

Qualifications

• 1+ year of 1st line IT support experience.
• Experience with Windows OS and MS 365.
• Excellent communication and customer service skills.

Responsibilities

• Act as the first point of contact for tickets and resolve 1st line issues with accuracy.
• Ensure response and resolution within SLA targets.
• Perform hardware and software installations (printers, routers, PCs, AV equipment).
• Escalate unresolved issues to senior engineers as needed.
• Maintain high level of client service at all times.

Skills

1st Line Support

Desktop support

Networking basics

MS technologies

Customer service

Tools

Windows OS

MS 365

DNS

DHCP

Active Directory

Job description

Our client, a leading IT Service Provider is seeking a keen, enthusiastic and switched-on 1st Line Engineer to join their team on a full-time, permanent basis.

Due to exciting growth plans our client is looking to add a 1st Line Engineer to the team. The successful candidate will have a minimum of 1 years’ experience in a similar IT role, ideally within an MSP although other industries will be considered, where you have gained experience providing a high-level of 1st Line support to client and users.

You will be looking to take the next step in your career with the opportunity to work with a broad range of clients, learning from 2nd and 3rd Line Engineers alongside you.

Due to the nature of the role candidates will require access to their own vehicle.

Key Responsibilities:

• Act as the first point of contact for any questions or queries, completing 1st Line tickets with a high-degree of accuracy and attention to detail
• Ensure all tickets and queries are completed within agreed SLAs
• Carry out hardware and software installations, including setting up printers, routers, PCs and AV equipment
• Escalate any unresolvable issues to more senior Engineers
• Make sure a high-level of customer service is maintained and provided to clients at all times

Key Experience:

• Previous experience in providing a high-level of desktop, networking and infrastructure support
• Experience with MS technologies – Windows OS, MS 365
• Basic networking fundamentals – LAN, DNS, DHCP
• Active Directory experience
• Excellent communicator, confident liaising with colleagues and clients of all levels both over the phone, via email and face to face

This is an excellent opportunity for a 1st Line Engineer to join a successful business who are leaders within their field.

You will be learning from those around you whilst providing exceptional support to clients.