First Line Support

4 days ago

Gateshead Tyne and Wear, United Kingdom NRG. Full time

Job Title: 1st Line IT Support Engineer

Location: Gateshead (Hybrid working)

Salary: Competitive

Job Type: Permanent

NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our client is experiencing a significant period of growth and is dedicated to fostering a dynamic and ambitious work environment, with a strong focus on the professional development of their team.

Responsibilities:

  • Act as the primary point of contact for handling telephone inquiries from clients, ensuring tickets are logged and necessary details about issues are gathered.
  • Diagnose and analyse issues during calls with customers, aiming to identify root causes and resolve problems on the first attempt whenever feasible. Offer continuous support through clear, concise verbal and written communication.
  • Record incidents in the support system, escalating more complex issues to second or third-line support teams when required.
  • Adhere to service level agreements for both phone and email-based support interactions.
  • Handle issues effectively and efficiently, ensuring they are resolved within appropriate timeframes.
  • Collaborate closely with team members to maintain a cohesive and supportive work environment.
  • Take a proactive approach to monitoring system alerts and managing day-to-day tasks.
  • Ensure all documentation is accurate and up-to-date, including internal documentation and knowledge base articles.

What we are looking for:

  • Hands-on experience with the Office 365 and Cloud technologies.
  • Proficient in user setup, including Active Directory and O365 configuration.
  • Strong awareness of the ITIL Framework is a critical requirement.
  • Logical approach to problem-solving, with a focus on identifying root causes.
  • Strong customer service orientation.
  • Exceptional skills in delivering high-quality customer service.
  • Solid understanding of Windows 10 and 11

Desirables:

  • VOIP and telephony systems
  • Microsoft certifications
  • MSP
  • Apple OS knowledge

For more information or to apply, click Apply Now and a member of our team will be in touch.

  • First Line Support

    4 days ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support EngineerLocation: Gateshead (Hybrid working)Salary: Competitive Job Type: PermanentNRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer...

  • First Line Support

    4 days ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support EngineerLocation: Gateshead (Hybrid working)Salary: Competitive Job Type: PermanentNRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer...

  • First Line Support

    3 days ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support EngineerLocation: Gateshead (Hybrid working)Salary: Competitive Job Type: PermanentNRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer...

  • First Line Support

    2 days ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support Engineer Location: Gateshead (Hybrid working) Salary: Competitive Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing...

  • First Line Support

    3 days ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support Engineer Location: Gateshead (Hybrid working) Salary: Competitive Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a...

  • Helpdesk Support

    4 days ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support Engineer Location: Gateshead (Hybrid working) Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our...

  • Second Line Support Engineer

    4 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €35,000

    Job Title: 2nd Line Support Engineer Location: Gateshead Salary: up to £35,000 Role Overview: As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll troubleshoot and resolve these problems efficiently, ensuring minimal disruption for clients. You’ll also play a key role in...

  • Second Line Support Engineer

    4 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €35,000

    Job Title: 2nd Line Support Engineer Location: Gateshead Salary: up to £35,000 Role Overview: As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll troubleshoot and resolve these problems efficiently, ensuring minimal disruption for clients. You’ll also play a key role in...

  • 2nd Line Support

    2 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €29,000

    Job Title: 2nd Line IT Support Engineer Location: Gateshead (Hybrid working) Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 2nd Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our...

  • 2nd Line Support

    2 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €29,000

    Job Title: 2nd Line IT Support Engineer Location: Gateshead (Hybrid working) Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 2nd Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our...

  • 2nd Line IT Support Engineer

    2 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €29,000

    Job Title: 2nd Line IT Support Engineer Location: Gateshead (Hybrid working) Salary: up to £29,000 Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 2nd Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a...

  • 2nd Line IT Support Engineer

    2 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €29,000

    Job Title: 2nd Line IT Support Engineer Location: Gateshead (Hybrid working) Salary: up to £29,000 Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 2nd Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a...

  • First Line IT Engineer

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Senitor Associates Full time £28,000 - £30,000

    Job DescriptionServe as the first point of contact for telephone inquiries from contractual clients, logging tickets and gathering details about issues.Offer ongoing support with clear, concise verbal and written communication.Log tickets in the support system and escalate issues to second and third-line support when necessary.

  • 1st Line Support

    6 months ago

    Gateshead, United Kingdom Extension Recruitment Full time

    Our client, Komatsu UK, is one the world’s largest OEM manufacturers with manufacturing sites worldwide, including a large production facility in the North East. They are currently seeking a highly motivated 1st Line Support. Reporting to the Deputy General Manager for Europe, you will be responsible for providing the first line support for all logged...

  • First Line Technical Support Expert

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nextech Group Limited Full time

    **Technical Support Role**We are looking for a skilled First Line Technical Support Expert to join our team at Nextech Group Limited. As a technical support specialist, you will play a critical role in ensuring the smooth operation of our IT systems.About the Position:Location: NewcastleSalary: Up to £26,000 per annumIn this position, you will have the...

  • First Line IT Technician

    3 days ago

    Cambridgeshire and Peterborough, United Kingdom James Newbury Full time

    About the Job:We are looking for an experienced First Line IT Technician to join our team on a temporary basis.The successful candidate will be responsible for providing technical support to system users, including resolving basic IT issues and logging service desk requests.They will also be required to undertake UAT testing with the team when needed.Job...

  • Implementation Engineer, Support Engineer

    4 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €35,000

    Job Title: 2nd Line Support Engineer Location: As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll also play a key role in mentoring junior team members and assisting in project work as needed. Investigate and resolve escalated technical issues related to hardware, software, and...

  • Implementation Engineer, Support Engineer

    4 weeks ago

    Gateshead, Tyne and Wear, United Kingdom NRG. Full time €35,000

    Job Title: 2nd Line Support Engineer Location: As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll also play a key role in mentoring junior team members and assisting in project work as needed. Investigate and resolve escalated technical issues related to hardware, software, and...

  • Helpdesk Support

    3 days ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 1st Line IT Support Engineer Location: Gateshead (Hybrid working) Job Type: Permanent NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our...

  • Second Line Support Engineer

    4 weeks ago

    Gateshead, United Kingdom NRG. Full time

    Job Title: 2nd Line Support EngineerLocation: GatesheadSalary: up to £35,000Role Overview:As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll troubleshoot and resolve these problems efficiently, ensuring minimal disruption for clients. You’ll also play a key role in mentoring...