1st Line Support Engineer

Ember Search; Stoke-on-Trent; On-site; GBP 20,000 - 30,000; Full time

Job summary

A technology support company in the United Kingdom is seeking a candidate for 1st line technical support. Responsibilities include resolving support queries via phone and email, maintaining high customer service standards, and assisting clients with hardware and software issues. The ideal candidate will have experience in 1st/2nd line support, strong communication skills, and a solid understanding of Microsoft systems. A driving license and access to transport are required. This role is suited for those who thrive in a regulated business environment.

Qualifications

• 1st/2nd line support experience for software and hardware fault resolution.
• Excellent communication and customer service skills are essential.
• Experience in VMware is beneficial, but not essential.
• Strong knowledge of Microsoft-based operating systems required.
• Familiarity with Active Directory and Exchange Server Administration necessary.
• Good working knowledge of LAN/WAN principles and TCP/IP protocols is needed.
• Understanding of PC hardware set-up and configuration is essential.
• Must possess a hands-on approach and willingness to learn.
• Experience working within regulated businesses preferred.
• A full driving licence and access to own transport is required.

Responsibilities

• Provide 1st line technical support via phone and email.
• Maintain high customer service standards for support queries.
• Take ownership of user problems and proactively address them.
• Triage calls and log issues in the call logging system.
• Respond to client enquiries resolving hardware or software problems.
• Log any detected software or hardware issues.
• Support users with computer equipment training and advice.
• Perform daily client systems checks and report to the IT Manager.
• Responsible for in-house system backups.

Skills

1st/2nd line support experience

Excellent communication

Customer service skills

VMware experience

Microsoft operating systems

Active Directory Administration

Exchange Server Administration

MS Office

LAN/WAN principles

TCP/IP protocols

PC hardware configuration

Willingness to learn

Regulated business experience

Full Driving Licence

Job description

To provide 1st line technical support; answering support queries via phone and email.

To maintain a high degree of customer service for all support queries and

Adhere to all service management principles.

To take ownership of user problems and be pro-active when dealing with user issues.

To triage all calls and log on the call logging system.

Respond to enquiries from clients and help them resolve any hardware or software problems.

Maintain a log of any software or hardware problems detected.

Support users in the use of computer equipment by providing necessary training and advice.

Carry out daily client systems checks, reporting to IT Manager where necessary.

Be responsible for in-house system back-ups.

All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements

Skills & Experience:

• Previous 1st/2nd line support experience for software and hardware fault resolution.
• Excellent communication and customer service skills.
• VMware experience beneficial but not essential.
• Strong working knowledge of Microsoft based operating systems.
• Active Directory and Exchange Server Administration.
• MS Office
• Good working knowledge of LAN/WAN principals and TCP/IP protocols.
• Understanding of PC hardware set-up and configuration.
• ‘Hands on’ approach and a willingness to learn.
• Experience of working within regulated businesses.
• Full Driving Licence and access to own transport.