IT Support Engineer

James Frank Associates; Whetsted; On-site; GBP 20,000 - 28,000; Full time

Job summary

James Frank Associates is recruiting an IT Support Engineer to join a client in the United Kingdom on a full-time basis. You\'ll provide 1st Line support to a range of clients and users, resolving tickets within SLAs and assisting with hardware and software installations.

The ideal candidate has at least 1 year of IT support experience (preferably MSP) and a proactive, customer-focused approach. You should own a vehicle for site visits and be eager to learn from senior engineers.

Qualifications

• Minimum of 1 year of experience in a similar IT role.
• Experience providing high-level 1st Line support to clients and users.
• Desire to learn from 2nd and 3rd Line Engineers.

Responsibilities

• Act as the first point of contact for tickets, completing 1st Line tickets with accuracy.
• Ensure tickets and queries are completed within SLAs.
• Carry out hardware and software installations, including printers, routers, PCs, and AV equipment.
• Escalate unresolved issues to senior Engineers.
• Provide high levels of customer service to clients at all times.

Skills

1st Line Support

Windows OS

MS 365

Active Directory

Networking basics

Customer service

Tools

Microsoft 365 Admin

Job description

Our client, a leading IT Service Provider is seeking a keen, enthusiastic and switched-on IT Support Engineer to join their team on a full-time, permanent basis.

Due to exciting growth plans our client is looking to add an IT Support Engineer to the team. The successful candidate will have a minimum of 1 years’ experience in a similar IT role, ideally within an MSP although other industries will be considered, where you have gained experience providing a high-level of 1st Line support to client and users.

You will be looking to take the next step in your career with the opportunity to work with a broad range of clients, learning from 2nd and 3rd Line Engineers alongside you.

Due to the nature of the role candidates will require access to their own vehicle.

Key Responsibilities:

• Act as the first point of contact for any questions or queries, completing 1st Line tickets with a high-degree of accuracy and attention to detail
• Ensure all tickets and queries are completed within agreed SLAs
• Carry out hardware and software installations, including setting up printers, routers, PCs and AV equipment
• Escalate any unresolvable issues to more senior Engineers
• Make sure a high-level of customer service is maintained and provided to clients at all times

Key Experience:

• Previous experience in providing a high-level of desktop, networking and infrastructure support
• Experience with MS technologies – Windows OS, MS 365
• Basic networking fundamentals – LAN, DNS, DHCP
• Active Directory experience
• Excellent communicator, confident liaising with colleagues and clients of all levels both over the phone, via email and face to face

This is an excellent opportunity for an IT Support Engineer to join a successful business who are leaders within their field.

You will be learning from those around you whilst providing exceptional support to clients.