1st Line Support Engineer

2 months ago

Oxford, Oxfordshire, United Kingdom Senitor Associates Ltd Full time
Responsibilities:
  • Deliver exceptional technical support to clients promptly and efficiently.
  • Assist the Partners by accurately identifying and addressing the business's needs.


Primary Duties:
  • 1st-Line User Support: Address user support requests and provide guidance in person, by phone, email, and remote access, both on-site and at client locations.
  • Troubleshooting and Resolution: Handle hardware repairs and upgrades; install, update, and configure operating systems and software; manage data backup and recovery; detect and eliminate malware.
  • System Administration: Set up and maintain desktops, laptops, printers, and other hardware; configure network systems (routers, switches, firewalls); use proactive RMM tools; oversee OS and application patching and updates.
  • Administration: Maintain accurate job logging and tracking (incident and service request lifecycle management); manage materials and client records; prepare internal reports; ensure effective client communication.
  • Website Management: Oversee the management, maintenance, and updating of websites; monitor hosted sites; contribute to website content for ComputerPro.
  • eBay Shop Management: Manage product listings, handle buyer communications, and oversee packaging and shipping.
  • External Communications: Draft and distribute communications detailing methodologies and processes; create instructional materials.
  • R&D: Explore new industry technologies, products, and solutions; recommend and implement enhancements to business practices and processes.


Experience, Knowledge, and Skills Required:
  • Previous experience in IT services and first-line support, ideally within a helpdesk or Managed Service Provider setting, although not mandatory.
  • Strong foundation in general IT and computing, with some knowledge of basic physics and electronics.
  • Understanding of networking, protocols, and server architecture, including LANs/WANs, switches, firewalls, DNS, TCP/IP, DHCP, Wi-Fi, VPNs, and Active Directory.
  • Proficiency in Windows 10 and familiarity with the latest Microsoft technologies, including MS365 Office products, as well as recent macOS versions.
  • Experience with Microsoft 365, Exchange, Azure, and Intune administration.
  • Solid grasp of contemporary web and social media applications, with some experience in web development (preferably WordPress), including knowledge of HTML, CSS, PHP, SQL, etc.
  • Exceptional verbal and written communication skills, with the ability to identify user needs and build and sustain productive client relationships.
  • Strong problem-solving, analytical, and diagnostic abilities.
  • Ability to quickly learn and adapt to new technologies and systems.
  • Skill in prioritizing tasks, working under pressure, and managing workload responsibly, with the confidence to be accountable, deliver results, and escalate issues when necessary.
  • Commitment to excellence, with a focus on exceeding expectations and achieving SMART objectives.
  • Flexibility to work in a small, dynamic office environment, including the potential for extra hours to meet deadlines as needed, and to take on additional reasonable duties as required.

For more information about Senitor and the opportunities we have to offer follow us on Senitor Associates Ltd is acting as an Employment Agency in relation to this vacancy.

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