1st Line Responder Engineer

3 weeks ago


Camden, United Kingdom vertex-it-solutions Full time

**Location - NW London - Office based**

Applicants should be experienced in supporting Microsoft operating systems and Servers. Experience of either Google Workspace or Microsoft Modern workplace including, EMS and Intune would be helpful (Microsoft MCP Certification or Apple OSX experience wouldalso be advantageous.)

You would be joining our client Service Desk, offering 1st line support primarily via telephone and remote-control software and occasional visits to client sites in and around London, as well as helping to run projects. **Your main duties and responsibilities would include;**
- Log and update all incident, change, problem and configuration tasks using AutoTask.
- Ensure clients are kept informed and have full ownership throughout the full lifecycle.
- Be proactive regarding known issues and problems.
- Raising awareness of the Service Desk to clients.
- Escalate where appropriate to 2nd & 3rd line Engineers.
- Utilise your superb customer service skills.
- ITIL awareness.
- Keeping familiarity with various desktop issues/fixes and use/support of SaaS technologies like Microsoft 365
- Assist with projects, such as 365 migrations and infrastructure upgrades.
- Work in a team of dedicated and knowledgeable engineers, to deliver service and projects
- Aim to have a first time fix rate of 90%.
- Ability to handle difficult and demanding customer environments.
- Be able to multitask and see issues and problems through to completion.

You’ll be joining a company that cares and nurtures its talent and seeks out the best of the best


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