Level 1 Technical Support Engineer

ABS IT Services; Farnborough; On-site; GBP 80,000 - 100,000; Full time

Job summary

A Managed Service Provider located in Farnborough is looking for a Level 1 Technical Support Engineer. The successful candidate will provide both on-site and remote IT support, focusing on hardware and software issues, while maintaining excellent customer service. Essential skills include strong analytical capabilities and level 1 technical knowledge with a preferred experience of 3-5 years in Service Desk. The role requires a full driving license and may involve travel across the UK.

Qualifications

• 3-5 years experience in a Service Desk environment is preferred.
• Good understanding of networking principles (TCP/IP, DNS).
• Experience with PC, laptop, printer, and server hardware.

Responsibilities

• Provide on-site and remote IT support including hardware and software.
• Maintain ownership of incidents throughout the lifecycle.
• Evaluate and log incidents in the service desk ticketing system.

Skills

Excellent communications skills

Strong analytical skills

Level 1 technical knowledge

Strong presentation skills

Report writing

Critical thinking

Resilience under pressure

Attention to detail

Computer proficiency

Local Area Networks knowledge

Organizational skills

Education

Any Valid MCP certification

Microsoft 365

ITIL Foundation

CCNA certification

Tools

Microsoft Windows 10

Microsoft Office applications

Service Desk ticketing systems

Anti-Virus management

Windows AD Management

Job description

About ABS

ABS IT Services is a Managed Service Provider, concentrating on hardware, software development, virtualisation, hosted servers, hosted Microsoft products, telecommunications, DR solutions, cyber/data security, website development and systems maintenance. This post is part of the current recruitment campaign to support the expansion of the organisation. ABS IT Services goal is to be competitive in the marketplace, provide innovative solutions in technologies and services and to be rewarding for customers, employees, and stakeholders in an open and fair environment.

Job Description

This list of duties is not exhaustive, and the role may require other duties to be carried out in support of the business.

• Provide on-site IT support including but not limited to hardware (desktops, laptops, servers, monitors, printers, routers, Wi-Fi devices, phones), software (off the shelf and bespoke), connectivity (Wi-Fi, broadband, telephone) and Email management.
• Support VM, web applications systems, MS Office, Windows OS, Service Desk Ticketing systems
• Provide professional customer service experience in an effective, rapid and seamless resolution in line with the SLA timeframe
• Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows
• Maintain ownership of incident throughout the incident lifecycle to a satisfactory customer resolution
• Maintain pro-active communications with the customers and suppliers including escalation of incidents when necessary
• Daily task management
• Account management (Re-enabling/ locking accounts, password resets)
• Create and maintain documentation for Level 1 support solutions and processes
• Create and maintain instructional documentation for end users
• Provide out of hours support
• Provide remote and onsite support
• Build knowledge base in the ticketing system or other approved systems
• Meeting Service Desk KPIs (Key Performance Indicators)
• Writing reports
• Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management
• Provide training where necessary
• Other similar duties may be assigned

Personal Attributes

Essential Skills

• Excellent communications skills both verbally and written
• Strong analytical skills
• Excellent level 1 technical knowledge
• Strong presentation skills
• Ability to write reports and technical documents
• Strong critical thinking
• Must have the resilience and ability to work under pressure
• Must have the ability to work alone and as a member of the team
• Exceptional attention to detail
• Proficiencies in computer skills in the following, but not limited to:
• Microsoft Windows 10 and office applications
• Microsoft 365
• Service Desk ticketing systems
• Anti-Virus management
• VPN Management
• Windows AD Management
• Good understanding of Local Area Networks
• Excellent organisational skills
• Full and clean driving licence

Qualifications

The following qualifications/certifications are desirable:

• Any Valid MCP certification
• Microsoft 365
• Microsoft Teams
• ITIL Foundation
• CCNA certification
• Vendor specific certification

Experience

• Extensive experience within a Service Desk (preferred 3-5 years)
• Good Understanding and experience of Networking principles (TCP/IP, DNS)
• Good Understanding and experience of PC, Laptop, Printer and Server hardware
• Excellent understanding and experience of Microsoft office and relating technologies
• Excellent understanding and experience of Microsoft Windows Desktop and Server OS

Other

• Candidates may be required to travel across the UK and abroad
• Must be entitled to work in the UK

Working Hours

Normal working hours are 40 hours per week flexed within the normal service hours are 08:00 to 18:00 Monday to Friday. Weekend work is required at times to support specific projects. Out of Hours Support is provided between 18:00 – 22:00 by the appointed engineers. Extra working hours may be required in the event of approaching deadlines or in preparation for social evenings and conferences.

Job Category: Level 1 Technical Support Engineer

Job Type: Full Time/ permanent

Job Location: Farnborough UK

Salary: Salary Negotiable