First Line MSP Service Desk Engineer

4 weeks ago

London, Greater London, United Kingdom Support Tree Full time
Job Title and Location

Job Title: 1st Line Engineer – Managed Services Provider (MSP)
Location: London, UK

About Us

At Support Tree, we provide IT support and security solutions to the financial services and other sectors across London. Our commitment to excellent service and proactive support has earned us a reputation as a trusted MSP. We pride ourselves on our team values of growth, care, humility, and teamwork.

The Role

We are seeking a motivated and enthusiastic individual for a 1st Line Service Desk Engineer position in our dynamic Managed Service Provider (MSP). This role is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills. With a focus on providing first-level support, this position is an invaluable opportunity to learn, grow, and develop in the fast-evolving world of technology.

Key Responsibilities
  • Provide initial support for common software and hardware issues, including basic troubleshooting.
  • Handle incoming client calls and emails, ensuring a friendly and professional customer experience.
  • Accurately log and manage support tickets in the system.
  • Escalate complex technical issues to 2nd Line Support teams as needed.
  • Collaborate with team members to ensure effective resolution of client queries.
  • Contribute to the knowledge base by documenting common problems and solutions.
Client Interaction and Communication

Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge. Demonstrate patience, understanding, and a positive attitude in all client interactions. Effectively communicate technical information in a non-technical manner.

Documentation and Knowledge Management

Maintain accurate records of client interactions and resolutions in the support ticket system. Ensure clear documentation of processes and solutions for future reference.

Professional Development

Engage in ongoing learning opportunities to enhance technical skills and customer service abilities. Participate in training sessions and workshops to stay updated with the latest technologies and best practices.

Requirements
  • Basic understanding of common operating systems, networking concepts, and office software.
  • Excellent communication and problem-solving skills.
  • Eagerness to learn and adapt in a fast-paced environment.
  • 1 year's experience as an apprentice or other support role.
What We Offer

Competitive salary and bonus structure. Opportunities for career progression and ongoing training. Supportive, inclusive company culture with a focus on personal growth and development. Up to 25 days holiday + bank holidays. Benefits including health schemes and a friendly office atmosphere.

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