IT Support Engineer Msp

6 days ago


London, United Kingdom Bench IT Full time

City based MSP, 2nd Line Support Engineer ,

Key Tasks And Responsibilities

Provide a professional and personal first point of contact to all end users

To provide 2nd line IT Support to all end users

To handle escalated tickets from 1st line technicians providing feedback when resolved to support 1st line development.

Provide exceptional Customer Service support striving to achieve first time resolution

To escalate relevant and more complex work to the Senior Technicians

Meet the Helpdesk KPIs and Service Level Agreements

Undertake maintenance tasks for monitored systems

Prepare customer hardware or software ready for project delivery

Take on ad hoc project work

Proactively seek feedback on ticket closures to improve customer satisfaction

Undertake and assist with any other roles to ensure the smooth running of the business

Due to the nature of the role, out of hours on call shift will be in place.

Experience, Qualifications, Personal Attributes

2 years experience of 1st line support

Interest and experience in general IT services

Strong Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365

In depth knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN

Positive attitude and thinker

Hard worker, self-motivated with the ability to work under pressure

Eager to continually develop technical and customer service skills

Excellent communication and people skills

Excellent time management skills with the ability to prioritise workload

Computer based qualification

CompTIA Network+, Security+, Server+ or other certification


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