First Line IT Support Engineer - Hybrid (London)

NVOY Technologies; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Pension Contributions

Team Bonus

Private Health Care

Flexible Working

Job summary

NVOY Technologies in London is hiring a 1st Line IT Support Engineer. You will be the first contact for clients, handling incidents and service requests via phone and ticketing system, delivering a professional and customer-focused experience.

Hybrid work model with office visits and remote work; responsibilities include logging, triaging, and resolving issues, plus basic admin tasks and asset management. 1+ years in a customer-facing IT role preferred.

Qualifications

• Must have worked in a customer-facing role for 1+ years.
• Familiar with ticket systems, logging and remote management and monitoring processes.
• Able to use basic Microsoft applications, such as Word, Excel etc.

Responsibilities

• Act as the professional first point of contact for customers seeking assistance via phone, and portal.
• Be empathetic towards our customers.
• Monitor Service Desk queues to ensure incidents and requests are responded to and resolved within agreed Service Level Agreements (SLAs).
• Ensuring all IT Support Requests are logged and triaged within our ticketing system.
• Provide first-line troubleshooting and resolution for hardware, software, mobile device, and Microsoft 365 and Google Workspace issues.
• Deliver excellent customer service by maintaining regular communication and providing timely updates on incidents and requests.
• Escalate unresolved or complex technical issues to the appropriate 2nd Line engineer, ensuring all relevant information is documented.
• Manage user admin account tasks, such as password resets, account provision/deprovision, access requests, and permissions changes.
• Support the provisioning, configuration, and deployment of laptops, desktops, mobile devices, and peripherals.
• Maintain and update asset registers and other operational records to ensure data accuracy.

Skills

Customer-facing

Ticketing systems

Remote management

MS Office

Tools

Google Workspace

Job description

NVOY Technologies in London is hiring a 1st Line IT Support Engineer. You will be the first contact for clients, handling incidents and service requests via phone and ticketing system, delivering a professional and customer-focused experience.

Hybrid work model with office visits and remote work; responsibilities include logging, triaging, and resolving issues, plus basic admin tasks and asset management. 1+ years in a customer-facing IT role preferred.