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A leading company in technical support is seeking a passionate 1st Line Technical Support Engineer to join their team. The role involves providing remote assistance for IT infrastructure and managing ticket requests for various client systems. Candidates should have a minimum of 1-2 years in technical support, a strong knowledge of IT systems, and excellent communication skills.
We are looking to develop our current team with the addition of a passionate 1st Line Technical Support Engineer who is keen to learn and grow with the business. As a 1st line technical support engineer, you will be responsible for providing remote support for IT infrastructure, cloud hosting & telecoms networks.
You will be working with over 150 different clients varying from SMB to SME sizes, to resolve or escalate their technical issues in a prompt and professional manner as well as building and repairing PCs, laptops and printers and other workshop duties. It will be a role working between workshop and helpdesk. Full training and support will be provided.
If you have a passion for IT and looking to bring new ideas to the team this could be the role for you.
Key Responsibilities Will Include
Answering the technical line to support our clients as the first point of contact.
Provide remote and telephone support for client networks and applications.
Responsible for handling support of ticket requests which relate to all technology including; workstations, servers, printers, networks, and vendor specific hardware and software.
Updating the help desk ticketing system, ensuring the calls are logged and all notes, progress and actions have been added promptly and accurately.
Prioritise tickets based on impact to keep efficient progress.
Work to the contracted SLAs and liaise with 3rd parties as required, escalating within the helpdesk team were necessary.
Building PCs
Pre delivery setup of laptops
Repairing PCs, laptops and printers
Dealing with third parties to arrange external repairs and tracking documentation
Stock control of components and cables
Pre delivery preparation of servers / infrastructure equipment
Updating asset register for customers new equipment before delivery.
Keeping up to date with any training and learning logs.
Dealing with deliveries and receipting them into stock
Dealing with software issues e.g. installation and upgrade
Skills And Experience
1-2 Years prior experience within a technical support focused role.
Active Directory Administration
Office 365 & Azure support and management.
Windows 10,11 Operating systems.
Microsoft Office 365 apps.
Virtualisation (Hyper-V, VMware)
Basic Routing and switching knowledge.
Knowledge with backup vendor software such as Veeam, StorageCraft.
Basic Telephony systems Knowledge.
Current MS-10X Or MD-10x Certifications Preferred But Not Essential.