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1st Line Support

3 months ago

Ipswich, Suffolk, United Kingdom Digital Waffle Full time
I am on the lookout for a First Line Support Engineer to join a manufacturing business based in Suffolk This role will be the start of building a brand new on-site IT support team and they need a 1st Line Support Specialist to tackle user issues head-on.

Key Skills:
  • Microsoft
  • 1st Line Support
We are looking for:
  • Minimum 3 years' 1st line support experience on the Microsoft tech stack.
  • A proven track record of resolving hardware & software problems.
  • Experience in a fast-paced, reactive environment.
  • Excellent communication & interpersonal skills.
  • Ability to work independently as the sole on-site IT resource (initially, you will be the start of a brand new team).
  • A proactive approach & desire to learn new technologies.
Daily Responsibilities:
  • Provide technical support to colleagues for a variety of Microsoft products and services (e.g., Windows OS, Office Suite, Microsoft 365, Azure AD)
  • Troubleshoot hardware and software problems related to Microsoft technologies
  • Reset passwords, manage user accounts, and configure basic security settings in Microsoft environments
  • Diagnose and resolve common user issues related to Microsoft applications
  • Escalate complex technical issues to 2nd or 3rd line support
Desktop & User Management:
  • Manage user desktops and laptops, ensuring optimal performance and security
  • Install and configure Microsoft software applications on user devices
  • Perform basic hardware troubleshooting and diagnostics
  • Assist with user onboarding and offboarding processes
  • Maintain accurate documentation of user accounts, software licenses, and IT assets
Service Desk & Communication:
  • Log and track user support tickets using a ticketing system
  • Communicate effectively with users to understand their issues and provide clear solutions
  • Document troubleshooting steps and resolutions for future reference
  • Adhere to established service level agreements (SLAs) for resolving user issues
  • Stay up-to-date on Microsoft product updates and security vulnerabilities
The Perks:
  • Flexible schedule: Choose your ideal workday (7:30am-3:30pm, 8am-4pm, etc.). Bonus After probation, enjoy 1 day remote work per week.
  • Foundational Role: Build the IT support function from the ground up, shaping the team's future.
  • Growth Potential: Develop your skills alongside colleagues as our team expands.
If this sounds like it could be the role for you then please apply now

Please note this role is not currently accepting applications from candidates residing outside of the UK and does not offer sponsorship.