1st Line Support Engineer

2 weeks ago

Reigate, United Kingdom Intalex Ltd Full time

Intalex is a leading Cloud, Managed Support and Microsoft consultancy practice and a recognised specialist in migrating organisations to the Microsoft Cloud, contributing to our clients' overall technical governance and leadership, technical excellence,and continual service improvement.

We're looking for additional resources in our service desk team. Previous experience with an MSP is ideal, but not essential. We're looking for someone with at least some Technical Support experience, especially with Windows and the Microsoft 365 suite.

If you're keen to work as part of a close-knit team and have a customer-centric service focus, we'd be happy for you to apply. As part of the service desk, you'll be working closely both with the Service Desk team and with customers directly, remotely fromhome and visiting client sites.

Role Requirements:

- Good experience with Windows laptops/desktops.
- Understanding of Office 365 licensing and features.
- Understanding of Microsoft 365 administration.
- 1+ years working in a Technical Support team dealing with Microsoft 365 services.

Core responsibilities:

- Taking ownership of customer issues and seeing problems through to resolution.
- Escalating unresolved issues to the appropriate internal teams or managers.
- Advising customers accurately on technical queries.
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve technical issues.
- Prioritising and managing open support requests, working with the Service Desk tools.
- Following standard operating procedures within the Service Desk workflow.
- Referring to internal or external resources to provide accurate solutions for technical issues.
- Documenting of technical knowledge articles in the internal knowledge-base.
- Attending customer sites for scheduled and emergency visits.
- Working collaboratively and communicatively with the team.

**Industry**

Information Technology & Services

**Employment Type**

Full-time

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