1st Line Support

2 weeks ago


Hook, United Kingdom Workplace Connect Full time

**OVERVIEW**

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Helpdesk Engineers play an important role in making sure that happens.

The Helpdesk Engineer handles customer support requests for the Service Delivery Team.

When help is needed the Helpdesk Engineer can turn to the Operations Manager for guidance and support.

**RESPONSIBILITIES & TASKS**

**CUSTOMER SERVICE**
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with advanced remote troubleshooting
- Remote Hardware Maintenance and Support

**USE OF OUR TICKETING SYSTEM**
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation in well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren’t “stale” throughout the process

**USE OF OUR MONITORING & MANAGEMENT TOOL**
- Review regularly scheduled/automated actions as indicated by our Processes

**PROJECT WORK**
- From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise you will be required to help with project delivery

**COMMUNICATION, REPORTING & RISK**
- Escalate tickets that require Operations Manager support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Operations Manager and Clients

**TEAM WORK**
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by senior management

**SKILLS AND ATTRIBUTES**

**DESIRED**
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Diagnosis skills of technical issues related of end-user hardware & software and network devices
- Experience and knowledge of working with the Microsoft 365 Platform
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- Great Communications skills, founded in being a good listener
- A deep desire to deliver an amazing Client Experience
- Drivers license and access to car
- The ability to keep up with & adapt to the fast-paced IT world
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets

**NICE TO HAVE**
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

**PERKS**
- Generous incentives for reaching Team and Company Goals
- An easy-going environment and culture (we all enjoy what we do)
- A Proactive Approach to Ongoing Training to help you develop life-long skills

**Job Type**: Permanent

**Salary**: £22,000.00-£23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- On-site parking
- Private dental insurance
- Referral programme

Schedule:

- Day shift

**Experience**:

- IT Support: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person



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