1st Line Helpdesk Support Engineer

Endeavour Recruitment Solutions; England; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading recruitment firm is looking for a 1st Line Helpdesk Support Engineer to provide technical support and maintain IT systems for clients. You will be responsible for addressing hardware and software problems, ensuring high customer service standards while adhering to service management principles. This full-time opportunity is based near Portsmouth and offers a chance for career development.

Responsibilities

• Provide technical support for hardware/software issues via phone, email or onsite.
• Log all calls and maintain documentation.
• Ensure support calls are handled effectively within SLA.

Skills

Troubleshooting MS Office 2016/365

Network Knowledge (TCP/DCHP/DNS/VPN/Routers/Switches)

Job description

• Technologies: 1st line 1st line support Help Desk Engineer MS Office 2016 MS Office 365 Network TCP DCHP DNS VPN Routers and Switches

Endeavour Recruitment is recruiting for a 1st Line Helpdesk Support Engineer for one of our clients based north of Portsmouth, Hampshire.

The Helpdesk is responsible for supporting and maintaining clients’ IT systems and for providing efficient desktop support to all business users. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries

Overview

To provide 1st line (helpdesk) technical support to external customers, assisting them with hardware and software problems via phone, email or onsite.

Duties and Responsibilities

• Provide technical support, answering support queries either onsite or via phone or email
• Maintain a high degree of customer service for all support queries and adhere to all service management principles. Follow internal processes and procedures
• Ensure that all support calls are handled effectively within SLA
• To ensure that all incidents and requests are closed within SLA
• Take ownership of user problems and be proactive when dealing with user issues
• Log all calls on the call logging system and maintain full documentation and follow internal procedures
• Respond to enquiries from clients and help them resolve any hardware or software problems
• Support users in the use of Computer equipment by providing necessary assistance
• Allocate more complex service issues to the relevant IT Support member
• Arrange for external technical support where problems cannot be resolved in house
• Assist with warranty queries
• Setting up and configuring new laptops and desktops
• Installing authorised software to laptops and desktops
• Troubleshoot desktop and system problems, diagnose and solve hardware/software
• Providing support for printing
• PC performance monitoring, diagnosing and resolving technical issues
• Additional responsibilities as requested by the IT Helpdesk Manager
• Setting up and configuring new laptops and desktops, installing authorised software to laptops and desktops
• Antivirus installation to all desktops and laptops

Skills

• Basic Experience troubleshooting MS Office 2016/365
• Basic Knowledge of Network (TCP/ DCHP/ DNS / VPN / Routers / Switches)

Please apply for further details on this excellent full time, career opportunity.