1st Line Support Engineer

2 weeks ago

Cheltenham, United Kingdom IMT Resourcing Solutions Full time

We are working with a rapidly growing MSP who are seeking a 1st Line IT Engineer to join their 1st Line Support Team. This is great opportunity for an experience 1st / 2nd Line Engineer or IT Technician looking to take the next step in their career. Witha proven track record of promoting from within and a clear plan to move into 2nd and 3rd Line IT teams.
What will you be doing as a 1st Line Engineer?
- Maintain 1st line support tickets correctly and keep the customer updated with progress every day
- Monitor 1st line support ticket queue ensuring incidents are actioned within SLA's
- Develop existing customer relationships and build a rapport with new clients
- Document procedures/processes and contribute to the knowledgebase
- Follow IT procedures e.g. ITIL and strictly complying with our policies
- Consult with 2nd line team as required to resolve incidents and develop individual skillset
What experience do you need?
- Previous experience within an IT role covering 1st Line Support, supporting existing desktop/server infrastructures
- Excellent communication skills; both written and verbal
- Ability to demonstrate a high level of accuracy and attention to detail
It would also be beneficial if you have had exposure to the following technologies:

- Windows Server 2008, 2008 R2, 2012, 2012 R2 and 2016
- Exchange and/or Microsoft Office 365
- Hypervisor technologies (VMware ESXi / Microsoft Hyper-V)
- TCP/IP, Routing, VPN and Firewall configuration
- Virtual server backup technologies (Veeam / vRanger)
- Antivirus Software (Sophos)
What will you get in return?
Basic Salary of £24,000 - £25,000 plus a £3000 bonus paid quarterly
Opportunity to either work remotely or hybrid in the office in Cheltenham
Excellent career progression
Continuous development and certifications
25 days holiday + bank
This role is either fully remote of based in Cheltenham which is commutable from Gloucester, Cirencester, Tewkesbury, Stroud, Worcester, Malvern or Swindon.

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