IT Support Engineer

3 days ago


Gateshead, Gateshead, United Kingdom NRG. Full time
Job Title: 1st Line IT Support Engineer

At NRG, we're excited to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base.

As the primary point of contact for handling telephone inquiries from clients, you will ensure tickets are logged and necessary details about issues are gathered. You'll record incidents in the support system, escalating more complex issues to second or third-line support teams when required. Adhering to service level agreements for both phone and email-based support interactions is crucial.

The ideal candidate will take a proactive approach to monitoring system alerts and managing day-to-day tasks. Hands-on experience with Office 365 and Cloud technologies is essential, as well as proficiency in user setup, including Active Directory and O365 configuration. Strong awareness of the ITIL Framework is also critical. Additionally, exceptional skills in delivering high-quality customer service and solid understanding of Windows 10 and 11 are required.

We estimate the salary for this position to be around £35,000 - £45,000 per annum, depending on experience and qualifications.

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