1st /2nd Line Support

1 week ago

London, United Kingdom Huntress Full time

Title: 1st or 2nd Line Service Desk Engineer - Full Time, Permanent

**Salary**: £23k-£25k Per Annum (DOE)

Our client based in Feltham, Middlesex is seeking a 1st or 2nd Line Service Desk Engineer to join their team on a permanent basis.

**Duties**:
Level 1
- Provide efficient and effective customer service to end-users and other stakeholders
- Act as first point of contact for technical service requests
- Log and maintain details throughout a service ticket lifecycle
- Provide 1st line diagnosis and resolution with a high level of first-time fixes
- Respond appropriately to complex problems through escalation
- Prioritise and manage your workload to ensure client SLAs are met
- Create and maintain documentation
- Answering the phone and assigning tickets for jobs
- Attempt to resolve initial tickets if possible
- Identify any repeat issues/patterns

Level 2
- Support Windows PCs, Applications and Printers
- Perform server administration
- We want someone who can integrate with us and be part of the journey that makes us a success, makes us enjoy what we do and most of all makes our customers choose Planet every time

**Requirements**:
Level 1
- A keen interest in IT and passionate to have a successful career in IT
- Excellent customer service and problem-solving skills
- Experience of administering and supporting the latest Microsoft technologies
- Ability to build, configure, administer, and support all versions of Windows desktops
- Knowledge of Active Directory, Remote Tools Group Policy, and DNS with an active interest in other networking services
- Effective verbal and written communication skills
- High level of interpersonal skills and team skills
- Strong troubleshooting solving skills
- Able to build and maintain client relationships
- The ability to work well under pressure and unsupervised
- Logical thought processes and analysis techniques coupled with the ability to think outside the square
- Basic access to support ticketing system and some Active directory services
- Remote support tools and knowledge base and documentation

Level 2
- Good solid experience like MSP and the technical skills listed in the PDF
- Previous commercial experience in a similar IT role
- Good communication skills both verbal and written
- Ability to work independently or as part of a team
- Ability to multitask and work in a fast-paced environment
- Strong eye for detail
- Hardware troubleshooting skills
- Support experience with Microsoft Windows 10 and 11 including OS installation
- Support experience with macOS
- Office 365 Administration Skills
- Active Directory Administration Skills
- Experience with Antivirus Software, Microsoft Office, Windows Server, and Virtualisation technologies
- Understanding of Network protocols, services, and appliances: DNS, DHCP, NPS, TCP/IP, Firewalls, Switches

**Benefits**:

- 22 days annual leave + bank holidays
- Private medical insurance or the option to buy into scheme
- Full training provided

Hours: Monday to Friday, 8am-5:30pm and some on call shifts if required

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