First Response Engineer - Service Desk - MSP

Uptime Solutions Ltd; Crawley; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Uptime Solutions Ltd in Crawley is seeking a First Responder Engineer to deliver 1st line IT support services, assisting customers of our MSP partners. Your role will involve troubleshooting technical issues via telephone and remote desktop support, and you will work in a hybrid model after an initial 6-month in-office training period.

The ideal candidate will have a passion for IT, possibly some IT support experience or relevant qualifications, and a customer-first attitude. Growth opportunities and mentoring to advance your skills are key aspects of the position.

Qualifications

• Passion for IT with a desire for a career in IT support.
• Basic IT support experience is preferred but not required.
• Ability to commute to Crawley office initially is necessary.

Responsibilities

• Deliver 1st line IT support services to customers.
• Troubleshoot technical issues and escalate as necessary.
• Provide telephone and remote desktop support.

Skills

Customer-first attitude

Analytical skills

Great communication skills

Basic IT support experience

Education

Degree or certification in IT

Tools

Windows 10/11

Office 365

Microsoft Office

Job description

First Responder Engineer

Initially office-based (first 6-months) and then Hybrid.

What’s this role about?

You will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to problem solve within our fast-paced environment efficiently, you will work with your team to provide market-leading technical support.

Growth

Growth is important to us, your role will include being mentored by seniors to develop the skills necessary to progress from First Responder to a 1st line engineer and then to 2nd line. We will also provide support and assistance in obtaining professional certifications.

What will I get up to day to day?

You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer. This role primarily involves providing telephone support, as well as assisting with IT issues via remote desktop services.

Shift Pattern

Monday to Friday, 8-hour shift between 7 a.m. and 7 p.m., 4-week rolling pattern. Once in four weeks, you will work a weekend and get days off in lieu of the following week.

What experience do I need?

Have a passion for IT and have a desire to progress into a career within IT Support. You will ideally have some experience either providing basic IT support or having a degree/certification within IT. However, this isn't necessary for the right person, as having a customer-first attitude and a passion for IT will be key.

Being able to commute to our Crawley offices is a necessity as the first 6 months will be full-time office based, then moving to 3 days at home, 2 days in the office.

Your everyday focus will include:

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
• Windows 10/11.
• Office 365.
• Microsoft Office.
• Printers and Scanners.
• Various customer applications.
• Using our PSA platform to log and respond to support tickets.
• Identifying and escalating higher-level issues to a senior engineer.
• Being a people person, delivering support in a friendly and positive manner.
• Great communication skills, both verbally and in writing will be expected.