1st Line IT Support Engineer

3 days ago

London, United Kingdom Inspiring Interns & Graduates Full time

Are you a tech wizzard? Do you want to work for an IT company who have a solid reputation of delivering what they promise? Our client is looking for a **1st Line IT Support Engineer**to join their team.
**About the Company**:
Our client is a company with deep roots in the world of IT, delivering top quality service to clients for a more competitive price than the industry standard. This company have quickly gained a reputation of fast and efficient IT solutions, whilst being trustedfor their dependable and reasonably priced services.
They have even provided IT solutions to other IT competitors for problems they simply could not solve, where their skill and in-depth knowledge helps to get companies moving again
With a deep understanding that there is no time for staff to waste on technical issues, this brand empowers businesses by providing fall backs they can rely on.
The company are expanding their team of committed and enthusiastic individuals, to deliver their company philosophy of empowering businesses by getting the job right first time.
**The Role**:
As a **1st Line IT Support Engineer,**you will have responsibility for the progression and effective resolution of all support cases received.
Your role will include:

- Deliver 1st line technical support to some of the company’s key clients
- Maintain a high degree of client service and ensure responses are accurate
- Ensure support cases are resolved in accordance with SLA’s and KPI’s
- Manage client accounts from a technical perspective
- Exceed SLAs and ensure 30-minute call back guarantee is maintained
- Manage onboardings of clients and their teams
- Take ownership of technical escalation
- Follow established escalation process for critical or high priority issues as identified onsite
- Refer to internal knowledgebase, assets, internal/external resources to provide accurate solutions
- Produce and keep up to date documentation on client systems

**IT skills (majority can be taught internally)**:
Windows Desktop (7,8.1,10) and macOS
- Software and hardware troubleshooting
- Good understanding of PC hardware set-up and configuration
- Cloud storage solutions, OneDrive, SharePoint, DropBox, etc.
- Windows 10 Desktop Administration
- Application and OS deployment

Office 365 & Google Workspace
- MS 365 and Google Workspace Maintenance, Configuration, Changes (license types/adds/removes/password resets/migrations)
- SharePoint online and teams online
- Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate configurations by script

Networking
- Understanding of networking and troubleshooting
- Basic understanding of IP addresses, DNS and what makes up an IT network
- Diagnosing internet connection issues
- Diagnosing Wi-Fi issues and performing Wi-Fi Surveys
- Basic Firewall configuration and troubleshooting

Printers
- Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows.

**About You**:

- Although previous experience is not mandatory 2 or more years’ experience would be an advantage
- You are a hard-worker able to work to tight-deadlines or pressure
- You are eager to learn with a flexible working attitude
- You are reliable and trustworthy
- You are organised and punctual
- You are proactive and able to work on your own initiative

Advantageous experience:

- MSP (1 year)
- 2nd Line (2 years)

**Company Benefits**:

- 28 Days annual leave plus birthday off work
- Great working environment with a friendly team

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