Helpdesk Support

3 weeks ago


United Kingdom NRG. Full time

Job Title: 1st Line IT Support Engineer Location: Gateshead (Hybrid working)
Job Type: Permanent

NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our client is experiencing a significant period of growth and is dedicated to fostering a dynamic and ambitious work environment, with a strong focus on the professional development of their team.

Act as the primary point of contact for handling telephone inquiries from clients, ensuring tickets are logged and necessary details about issues are gathered.
Record incidents in the support system, escalating more complex issues to second or third-line support teams when required.
Adhere to service level agreements for both phone and email-based support interactions.
Take a proactive approach to monitoring system alerts and managing day-to-day tasks.
Hands-on experience with the Office 365 and Cloud technologies.
Proficient in user setup, including Active Directory and O365 configuration.
Strong awareness of the ITIL Framework is a critical requirement.
Exceptional skills in delivering high-quality customer service.
Solid understanding of Windows 10 and 11


Microsoft certifications



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