1st Line IT Support Engineer

Description

• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.

Requirements

• Ability to work under pressure
• Apple OS and Apple Mac support experience
• Active Directory Management
• 1-2 years proven experience in an IT support role
• Laptop/desktop and thin client support
• Proven client service skills
• Can do attitude
• Excellent communication skills
• Highly Motivated
• MSP background
• Backup Technologies such as DATTO, Acronis
• Windows 10, 11 Operating System Support
• Microsoft Windows Server 2016 - 2022
• Willingness to work flexibly as required
• Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
• Experience of working to an ITIL framework in a service desk capacity
• Good telephone etiquette
• MS Fundamental certificates like AZ104 / SC100 / M100 etc
• Attention to detail

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance