1st Line IT Engineer

2 months ago

Dinnington, United Kingdom Everything Tech Group Full time

Job description

We are Everything Tech Group; an award-winning group based in Sheffield (Dinnington) and the city centre of Manchester. We are looking to recruit some top talent to help us grow and thrive We are looking for a 1st line IT Engineer to join our Service Desk Team.

 

Job Purpose 

To provide remote IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set company Service Level Agreements. To be a proactive member of the helpdesk team and ensure adherence to all set helpdesk processes and standards.

 

Key Tasks and Responsibilities 

  • Provide a professional and personal first point of contact to all end users
  • To provide proactive IT support to all end users
  • To quickly escalate tickets outside of skill set to the next line of technical support ensuring the customer is informed and the escalation technicians accepts accountability.
  • Ensure that all support requests and incidents are documented effectively with regular client communication via phone, email and web chat
  • Provide exceptional customer service support striving to achieve first time resolution
  • Meet the helpdesk KPIs and service level agreements
  • Undertake maintenance tasks for monitored systems
  • Prepare customer hardware or software ready for project delivery
  • Take on ad-hoc project work
  • Proactively seek feedback on ticket closures to improve customer satisfaction
  • Undertake and assist with any other roles to ensure the smooth running of the business

Experience, Qualifications, Personal Attributes

  • Ideally 1 year experience of providing Service Desk IT support
  • Interest and experience in general IT services
  • Understanding of PCs, servers, email, telephony, backup, firewalls, switching and routers
  • Experience with Windows, Microsoft Office, Microsoft Teams and Microsoft 365
  • Knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
  • Positive attitude and thinker
  • Hard worker, self-motivated with the ability to work under pressure
  • Eager to continually develop technical and customer service skills
  • Excellent communication and people skills
  • Excellent time management skills with the ability to prioritise workload
  • Computer based qualification
  • CompTIA Network+, Security+, Server+ or other certification

 

Key Relationships

  • All members of the Senior Leadership Team
  • All Technical Staff
  • All Non-Technical Staff
  • All Existing Customers
  • All New Customers

 

Valuing Diversity and Inclusion

At Everything Tech we aim to create a workforce that is representative of our society. Knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are regardless of; age, gender, ethnicity, sexual orientation, religion or ability.

 

Hours of Work

  • 37.5 hours per week
  • Includes some working away from home when completing customer site visits
  • Additional hours as required dependent on the needs of the business

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