1st Line Support Engineer
Are you looking to develop your IT career with a small local company that is growing fast?
You will be working in a dynamic and engaging environment as part of a bigger supportive IT Service Desk Team. Our client operates an open plan office with a lively buzz.
This is an ideal opportunity for someone looking to put their IT skills to work, you don’t need previous experience in an IT role, but a working knowledge of computers is required. Being able to talk to individuals and present a calm and understanding demeanour are also very important. As such any customer service experience will also be very beneficial.
Making the client feel looked after and responding to their queries in an appropriate and timely manner will be important to you. Initially you will be handling basic issues and escalating the more challenging problems. As you gain experience and we train you, you will be able to solve some issues yourself and spot opportunities to
provide additional services to our clients.
There is lots of opportunity for the right person to grow and get a wealth of experience across a wide range of disciplines. They provide a nurturing environment where other, more experienced, engineers will spend time teaching junior staff and imparting knowledge to aid growth. Training by specialist providers / vendors is also provided as part of your personal development program.
About the Role
There are a number of day to day tasks and responsibilities for this role, these include:
Escalate IT issues within the team where necessary
Setting up and configuring new laptops and desktops
Installing authorised software to laptops and desktops
Troubleshoot desktop and system problems, diagnose and solve hardware/software issues
Incident management Provide exceptional
Service support to the business
Provide solution(s)/work around(s) to incidents and Problems
Contribute to polices, processes and procedures
Install, maintain and support new applications
Establishing a good working relationship with the business and colleagues
Keep up to date with advancements in technology
Supporting Users on both hardware and Software applications
Antivirus installation to desktops and laptops
Reporting faults within the helpdesk system
Diagnosing and resolving technical issues
Communication: Excellent communication skills and a strong communicator at all levels including at senior business level
Attention to Detail: Has excellent attention to detail
Calm: Remains calm and clear headed under pressure
Organisation: Excellent organisational and prioritisation skills
Proactive approach to work and to continuous improvement
Works within the team and assists others, where required, to achieve a common goal
Listens to and is open to ideas and suggestions from others
Use initiative to ensure that high importance deadlines and SLA’s are met
Takes every opportunity to go the extra mile for the company
Demonstrates enterprise by continually enhancing themselves and their workplace
Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive
Always willing to cooperate and assist
Understanding of ITIL framework
1+ years working on or leading a technical service desk
Either in house or for a MSP Proven technical ability
Good organisational, time management and prioritisation skills
High Standard of Incident and Problem management
Previous experience using helpdesk applications
Active Directory administration.
Office 365 administration
Network trouble shooting,
TCP/IP and general WAN/ LAN trouble shooting
Out client is a Managed Services Provider an ever-expanding customer base. Founded in 2001, the company has gone from strength to strength. They pride ourselves on delivering 100% customer satisfaction and bringing high level skills to small to medium companies. They have a diverse range of expertise, from designing and implementing databases, supporting and enhancing networks to the supplying of hardware. They work with our customers to improve their business using our skills and services. You will gain great exposure to many technologies and see how different companies utilise their IT systems. They work differently to most other IT service companies. Firstly, our contracts are designed around deliverable SLA’s, guaranteeing response times by ensuring availability at a staffing level. Secondly, they are completely open about how much we charge our customers to resolve issues.
Andrew Hunter November 8, 2018