Desktop Support Engineer

2 weeks ago

Fleet, United Kingdom Labyrinth Technology Full time

Join us and be a part of our exciting mission to change the reputation of IT support. We're looking for a motivated IT Support Engineer to help us provide outstanding service and grow our new office in Fleet, Hampshire.IT Support EngineerFleet, Hampshire GU51

  • Full Time, Permanent (6-month initial probation)
  • £28,000 per annum
  • Shift pattern: Monday to Friday, 0830 to 1800

Labyrinth has achieved significant growth over the past years through its honest and efficient approach to IT support, so this is an exciting opportunity for you to join us and help us in our mission to change the reputation of the industry.

Following over 20 years of success in London, we are expanding and opening an office in Fleet, Hampshire. We need a new 1st / 2nd Line Support Engineer to work in our small Fleet office, reporting directly to the CTO/COO who will also be based in this location.   

You will be part of a fast-paced helpdesk team, providing predominantly remote support to clients ranging from law firms, to finance, healthcare and other professional services.

You will be a self-starter who is motivated, detail oriented and has strong communication skills.

In return, you will get to work with a wide range of technologies, receive mentorship from the CTO and receive a competitive remuneration package.  

What you will do: 

  • Answer support calls in a professional and approachable manner, providing an outstanding level of customer service
  • Raise service desk tickets on behalf of users and record all activities relating to the incident on the service desk ticket
  • Triage and prioritse support tickets
  • Monitor your own queue and the team’s ticket queues for updates, ensuring we respond and resolve tickets within agreed customer SLAs
  • Escalate tickets where required to the 3rd Line team
  • Microsoft 365 / Entra ID user administration
  • SharePoint support and administration
  • Windows support (and some Mac)
  • Carry out routine maintenance
  • Set up new computers and user accounts, paying attention to details when following setup checklists and documentation
  • Ensure client documentation is kept up to date

This is a predominantly remote support role, but there will be the requirement to visit customer sites in the region as the client base grows and also to travel to London a few times a month to visit clients and maintain relationships with the Head Office team. All travel will be fully expensed.

Essential Experience/Skills:

To be selected for interview you must be able to demonstrate a minimum of one year working in an IT support role (preferably for an MSP).

  • Good understanding of helpdesk / ticketing systems and best practices
  • Strong experience supporting Microsoft Windows environments
  • Good understanding of Microsoft 365 user and group administration
  • Exposure to Microsoft SharePoint (permissions administration)
  • Outstanding verbal and written communication skills
  • Excellent customer service skills, with experience supporting users up to executive level  
  • Excellent organisation skills

A full UK driving license is required for this role.

Required Qualifications: 

  • High level pass in GCSE Maths and English Language (or relevant international equivalent).
  • Any relevant industry or vendor qualifications (for example CompTIA Network + or Microsoft certifications) are highly advantageous but not mandatory.  

You will be required to pass a Microsoft 365 Fundamentals exam within your 6 month probation period, if you do not already have this qualification. This will be paid for by the company.

What you will get in return:

  • £28,000 per annum
  • 20 days annual leave (+ bank holidays) increasing by 1 day for each full year of service up to a maximum of 25 days
  • Funded technical certification scheme
  • Free on-site parking

How to apply for the Desktop Support Engineer role:

If you have the skills and experience required for this Administrator position based in Northampton, click “apply” today and check your inbox for an email providing more information on how to tailor your application and provide a cover letter or any supporting documents.

You must be eligible to work in the UK.

Other suitable skills and experience include: IT Technician, Helpdesk Support, Service Desk Analyst, Technical Support Engineer, Systems Administrator, Network Support Engineer, Desktop Support Technician, IT Consultant, Field Support Engineer, and Infrastructure Engineer.

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