1st / 2nd Line Support Technician

3 weeks ago


Aylesford, Kent, United Kingdom Ruby Group Full time

We are recruiting a 1st / 2nd Line support Engineer to join an MSP based in Kent. Suitable candidates will be skilled and a motivated individual with a passion for technology and a wish to provide exceptional customer support. The role is predominantly based in the Office near to Maidstone.Responsibilities:

  • Provide 1st / 2nd line technical support to clients via phone, email & ticketing system
  • Diagnose and troubleshoot software and hardware issues reported by customers.
  • Assist customers with basic network and connectivity problems.
  • Escalate complicated technical issues to the appropriate internal teams for resolution.
  • Ensure timely and accurate recording of customer interactions and issue resolutions in our ticketing system.
  • Provide excellent customer service, focusing on client satisfaction and issue resolution.
  • Install networking / Desktop equipment at client sites.

Requirements:

  • Previous experience in a similar 1st / 2nd line support role.
  • Strong technical skills and ability to troubleshoot software and hardware issues.
  • Knowledge of operating systems such as, predominately Windows 10 &11 - and Windows Server.
  • Knowledge of managing Microsoft 365 environment
  • Knowledge of MDM solutions would be advantageous
  • Familiarity with network concepts, including TCP/IP, DNS, DHCP, and VPN.
  • Good communication skills, both written and verbal, with the ability to explain technical concepts to non technical individuals.
  • Outstanding problem-solving skills and the ability to think analytically.
  • Ability to work both independently and within a team environment.
  • A customer focussed approach with a passion for delivering high-quality support.

Benefits:

  • Competitive salary
  • Opportunity to develop and grow your technical skills within a supportive team.
  • Training and professional development programs to enhance your knowledge.
  • Collaborative and inclusive work environment that values employee contributions.
  • Employee benefits package, including health insurance and pension scheme.

If you would like to join a forward-thinking IT company that values its employees and offers opportunities for growth, then please get in touch.



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