1st Line Support Engineer
4 days ago
Cordius is working with a renowned IT MSP based in Derby, Pride Park. They are going through a wave of expansion and are currently looking for 1st Line Support Engineers to join their team.
**Location**: Derby, Pride Park
**Salary**:£20,000 - £25,000
**Hours**:Mon - Fri, 13:00pm - 22:00pm**OR**Mon, Tues, Wed, Fri, Sat - 12:00pm - 21:00pm
**Responsibilities**:
- Maintain a customer focused service though the lifecycle of each ticket by managing customer expectations by keeping customer informed of progress
- Triage and troubleshoot customer issues with first class telephone support, gathering and analysing information to identify and resolve as quickly as possible
- Classify tickets accurately and prioritise In lines with Service Level Agreement
- Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
- Liaise with external support companies and suppliers where necessary
- Update tickets accurately and ensure tasks are progressed through to a satisfactory conclusion
**Experience/ Skills**:
- Practical experience of technology OR 1 Years' experience of End User IT Support Experience
- Active Directory Admin skills/ experience
- Azure and SharePoint backend experience
- Previous customer service skills
- Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
- Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
- Ability to work as a part of a team and own initiative
- Ability to prioritise tasks and projects
- Accuracy and attention to detail
- Highly motivated, flexible and committed attitude who enjoys working in a fast-paced environment
- Able to understand and follow standard documented processes
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