1st Line Service Desk Engineer

4 days ago


Witney, United Kingdom Xact Placements Limited Full time

Are you looking for a new position working as a 1st Line Support Engineer based in Eynsham, Oxford?

Our Client is one of the UK’s leading end-to-end technology solutions providers. Your role will be providing customers with support on all aspects of their IT infrastructure including Networking, Server, Desktop & Laptop hardware, and Software.

Main Duties of the Role
- To log calls on the Service Management System and if escalated, own them through to resolution
- To monitor & manage calls queues to ensure all incidents are dealt with within agreed SLA timescales, escalating where required to ensure that timescales are met
- To ensure all support work undertaken is accurately recorded on the Service Management Systems (SMS), ensuring the SMS is kept fully up-to-date with the status of each ongoing problem
- To ensure that the escalation process is adhered to at all times and that the customer is fully updated on the status of all ongoing problems and escalations
- To provide overflow support to the Service Desk team during busy incident logging periods, answering 1st line calls and recording details on the SMS
- To ensure the Change Control Procedure is followed at all times
- To ensure compliance with the defined security policies regarding access to the System Support Centre area and any supported systems

Your Skills and Experience
- Good working knowledge of Active Directory
- Good working knowledge of Microsoft Office 365
- Excellent written and verbal communication

Desirable
- Good understanding of TCP/IP, DNS, DHCP and VPN’s
- CompTia A+, N+ or S+
- Relevant Microsoft qualifications an advantage
- Experience of working in a similar role

Salary
- £20,000-£25,000 per annum, depending on experience

The hours for the role are on a slight shift rota, between the hours of 8.00am and 6.00pm, Monday to Friday. However this could change to a 24/7 rota in the future.


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