IT Support Engineer - 1st & 2nd Line

Reed; Farnborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in IT solutions is seeking an experienced IT Support Analyst to provide exceptional customer service to a primary client in Farnborough. This role involves 1st and 2nd line support responsibilities in a hybrid computing environment, with a focus on system management using tools like Active Directory and O365. If you thrive in dynamic settings and have a passion for solving IT issues, we encourage you to apply.

Qualifications

• Active Directory and O365 experience required.
• Excellent understanding of Windows-based environments.
• Knowledge of incident and change management processes.

Responsibilities

• Provide 1st and 2nd line technical support to end users.
• Manage customer issues within SLAs and ensure prompt resolution.
• Follow up with customers to ensure satisfaction post-resolution.

Skills

Active Directory

O365

Excellent communication skills

Excellent customer service

Troubleshooting

Job description

IT Support Analyst Helpdesk 0365 AD Active Directory 1st Line First line 2nd Line second Line Contract inside ir35 Farnborough

1st / 2nd Line IT Support Analyst with outstanding customer service required to join a growing MSP based onsite in Farnborough for an initial 3 month contract outside IR35.

As the first point of call within IT, you will be responsible for providing support to 1 main client in a hybrid (on-prem / cloud) environment, utilising your skill set giving a 1st time fix as much as possible.

What you will do:

• Answering calls from end users in a professional and polite manner
• Working to resolve where possible calls as FTF (First Time Fix)
• Working within SLAs to manage customer issues and ensure calls are handled correctly, escalating to internal teams or 3rd parties where necessary
• Following up with customers at the completion of a ticket from any team to ensure their satisfaction before closing the ticket
• Ensuring that any ticket raised - for FTF or onward escalation has complete detail of the issue and all tasks undertaken in the resolution of the ticket to date
• Ensuring all tickets raised are completed to a high standard of information, where necessary capturing any changes to the end user information - eg contact number, working location, equipment asset tag etc

What we need from you:

• Active Directory, O365, Blackberry, Sharepoint
• A good understanding of Help Desk tools
• Excellent understanding and practical experience of Windows based environments
• Knowledge of incident, problem, request, change and release management.
• Ability to use logic and reason to troubleshoot and fault find.
• Excellent communication skills
• Excellent customer service

IT Support Analyst Helpdesk 0365 AD Active Directory 1st Line First line 2nd Line second Line Contract inside ir35 Farnborough