PERSON SPECIFICATION:

• Great communication skills, both verbally and written.
• Willingness to learn.
• An interest in working in a fast-paced helpdesk.
• The ability to schedule your own workload and prioritise where necessary.
• You will require a full clean driving licence and own vehicle given the location of our office.

Basic knowledge of:

• Networking equipment such as switches, firewalls and routers
• Windows operating systems
• WiFi networks
• Phone systems
• At least one year’s previous experience in an IT support role, with intermediate knowledge of networking fundamentals, Office 365, laptop and desktop hardware and windows server operating systems.

ROLE SUMMARY:

As a 1st Line Support Engineer working in our Technical Operations team you will be expected to demonstrate excellent customer service skills, to a customer base consisting of small to large businesses. The ideal candidate will be confident in communicating via multiple methods, such as phone calls, emailing, ticket updates and in-person when necessary.
This role requires a driven individual with a passion for troubleshooting and desire to solve problems. You will be exposed to a wide range of faults and requests within this role, and therefore attention to detail and the ability to prioritise tasks are both desirable qualities. A day-to-day involves working closely within a team, and therefore the ability to collaborate with colleagues will be essential, as there can often be high-pressured situations in which communication will be key.

JOB RESPONSIBILITIES:

• First point of contact for all incidents/requests via email, phone calls and CRM system.
• Escalating situations to senior engineers or management when applicable.
• Provide efficient, professional customer service at all times.
• Proactively monitoring internal systems and investigating alerts when required.
• Updating IT records and documentation to ISO Standards.
• Attending customer sites where appropriate.
• Installation/Maintenance/Configuration of a variety of Infrastructure, Networking and Telephony Equipment.
• Participating in a 24/7 on-call rota after probation.