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1st Line IT Support Engineer
Employer undisclosedRole managed by a recruiter
1st Line IT Support Engineer for a leading MSP, providing 1st line technical support for clients with previous MSP experience and Microsoft product knowledge
17d ago
£28,000
Junior (1-3 years), Intermediate (4-7 years)
Full Time
City Of London, England, United Kingdom
Office Full-Time
Role
What you would be doing
incident resolution
call prioritization
third-party liaison
ticket management
customer support
incident monitoring
- 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.
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
- Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
- Log and assign tickets and monitor workloads for the other Service Desk team members.
- Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
- Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
- Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
What you bring
windows support
apple support
active directory
msp
office 365
backuptech
- 1-2 years proven experience in an IT support role
- Windows 10, 11 Operating System Support
- Ninja RMM
- Apple OS and Apple Mac support experience
- Active Directory Management
- Proven client service skills
- Microsoft Windows Server 2016 - 2022
- MSP background preferable
- Laptop/desktop and thin client support
- Excellent communication
- Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
- Willingness to work flexibly as required
- Can do attitude
- Attention to detail
- Ability to work under pressure
- Backup Technologies such as DATTO, Acronis
- Good telephone etiquette
- Highly Motivated
- Experience of working to an ITIL framework in a service desk capacity
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- credit and criminal record checks
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Your recruiter
Your recruiting firm
- Gold Group Limited is a private limited company incorporated in January 2000, based in East Grinstead, West Sussex, UK.
- The company operates as a technical recruitment agency, specializing in sectors such as Life Sciences, Technology, Engineering, and Construction.
- Gold Group focuses on providing professional staff for highly technical industries, emphasizing in-depth knowledge and expertise in specific fields.
- The company's recruitment consultants are required to have detailed understanding of the industries they work in, going beyond general communication skills.
- As of January 2024, Gold Group reported total assets of £1.97 million and net assets of £65,590.
- The company's turnover for the fiscal year ending January 2024 was reported to be £9.4 million, with an industry-adjusted enterprise value estimate of £1.8 million.
- Gold Group has maintained a 30-year history of uninterrupted dividends, demonstrating financial stability.
- The company operates globally, with a diverse product mix across different sectors, providing resilience through national cyclicality.
- Gold Group's services include a 'one-stop shop' for cost-effective geotechnical solutions, reducing interface risk for clients dealing with multiple suppliers.
- The company has a track record of successful projects, attributed to their specialized knowledge and experience in local markets and ground conditions.
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