1st Line IT Engineer

TN United Kingdom; Manchester; Remote; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to provide exceptional remote support to end users. In this role, you will resolve hardware and software issues, ensuring adherence to service level agreements while maintaining a friendly and professional demeanor. You will proactively manage workloads, escalate issues when necessary, and contribute to a positive customer experience. This position offers a supportive environment for professional growth and development, making it an ideal opportunity for those eager to enhance their technical skills and customer service expertise.

Benefits

25 days annual leave + bank holidays

Private Medical via Medicash

Pension Scheme

Payment for training and professional qualifications

Team socials

Qualifications

• 1 year experience in Service Desk IT support.
• Strong understanding of Active Directory and Office365 management.
• Eager to develop technical and customer service skills.

Responsibilities

• Provide professional IT support to all customers.
• Ensure all support requests are recorded and managed.
• Achieve Service Desk KPIs and manage personal workloads.

Skills

Service Desk IT support

General IT services

PC and server management

Windows and Microsoft Office

Networking technologies (TCP/IP, LAN, WAN, VLAN)

Active Directory and Office365 management

Excellent communication skills

Time management

Education

Computer-based qualification

Tools

Autotask

Microsoft Teams

Microsoft 365

Job description

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To provide remote IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.

Key Tasks and Responsibilities

• To provide a professional and friendly first point of contact to all customers.
• To provide proactive IT Support to all customers.
• To quickly escalate tickets outside of skill set to the next line of technical support ensuring the customer is informed and the escalation Technicians accepts accountability.
• To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
• To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
• To deliver exceptional Customer Service striving to achieve first time resolution.
• To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
• To achieve the set Service Desk KPIs and Service Level Agreements.
• To adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
• To undertake maintenance tasks for monitored systems.
• To prepare customer hardware or software ready for project delivery.
• To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information.
• To assist with ad hoc project work.
• To proactively seek feedback on ticket closures to improve customer satisfaction.
• To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
• To undertake and assist with any other roles to ensure the smooth running of the business.
• Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.

Experience, Qualifications, Personal Attributes

• 1 year experience of providing Service Desk IT support
• Interest and experience in general IT services, solutions and technology.
• Understanding of PC’s, servers, email, telephony, backup, Firewalls, switching and routers
• Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365
• Knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
• Hard worker, self-motivated with the ability to work under pressure
• Strong understanding of general Active Directory and Office365 user management
• Eager to continually develop technical and customer service skills
• Excellent communication and people skills
• Excellent time management skills with the ability to prioritise workload
• Computer based qualification

Key Relationships

• All members of the Senior Leadership Team
• All Technical Staff
• All Non-Technical Staff
• All Project Manager
• All Existing Customers
• All New Customers
• All Suppliers and Vendors

Hours of Work

• 37.5 hours per week
• Additional hours as required dependent on the needs of the business

What we offer

• 25 days annual leave + bank holidays
• Private Medical via Medicash
• Pension Scheme
• Payment for training and professional qualifications
• Team socials

Valuing Diversity and Inclusion

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.