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1st Line Customer and Field Service Engineer

2 months ago

Wythall, United Kingdom OneMSP Full time

Location: Hybrid - Field Service (countrywide) as well as office-based in Birmingham


Company Overview:  We are an established IT Managed Service Provider (MSP) committed to delivering exceptional technical support and solutions to our clients. As a 1st Line Customer Support Engineer, you’ll play a crucial role in ensuring our clients’ IT systems run smoothly and efficiently. In addition, you will assist with project installations and field support as and when required.


Responsibilities:

  • Provide first-level technical support to end-users via phone, email, and remote tools.
  • Diagnose and resolve hardware, software, and network issues promptly.
  • Set up new computers, troubleshoot PCs, and perform basic system configurations.
  • Create and manage support tickets, ensuring timely resolution.
  • Collaborate with other team members to escalate complex issues when necessary.
  • Maintain accurate documentation of incidents, solutions, and procedures.
  • Maintain accurate documentation of project installations
  • Provide ad hoc field support as and when required
  • Assist with new site installations.


Qualifications and Skills:

  • Certifications:  Comptia A+, Network+ or Microsoft certified.
  • Experience: Previous work in an MSP environment is essential.
  • Technical Proficiency:  Familiarity with Windows and Mac operating systems, hardware troubleshooting, and basic networking concepts. Understanding of PoE, CCTV and access control systems advantageous.
  • Customer Service:  Excellent communication skills and a customer-centric approach.
  • Team Player:  Ability to collaborate effectively with colleagues and contribute to a positive team environment.
  • Attention to Detail:  A keen eye for detail and accuracy in documenting incidents and resolutions.
  • Soft Skills: Strong problem-solving, adaptability, and time management skills


Requirements:

  • Valid UK drivers licence
  • Reliable transport (reimbursive on a per mile basis)
  • Service Desk experience
  • Must be able to work unsupervised
  • Work hours: Flexibility to work outside regular business hours if needed, including occasional overnight stayovers.


Benefits:

  • Competitive salary in line with market rates.
  • Opportunities for professional growth and development.
  • A supportive and dynamic work environment.
  • Training and development: Access to ongoing training programs and certifications, as well as on the job training.


If you’re passionate about technology, thrive under pressure, and enjoy working in a team, we’d love to hear from you Apply now and join our team of dedicated professionals.