We are looking to develop our current team with the addition of a passionate 1st Line Technical Support Engineer who is keen to learn and grow with the business. As a 1st line technical support engineer, you will be responsible for providing remote support for IT infrastructure, cloud hosting & telecoms networks.
You will be working with over 150 different clients varying from SMB to SME sizes, to resolve or escalate their technical issues in a prompt and professional manner as well as building and repairing PC’s, laptops and printers and other workshop duties. It will be a role working between workshop and helpdesk. Full training and support will be provided.
If you have a passion for IT and looking to bring new ideas to the team this could be the role for you.

SKILLS AND EXPERIENCE:

· 1-2 Years prior experience within a technical support focused role.
· Active Directory Administration
· Office 365 & Azure support and management.
· Windows 10,11 Operating systems.
· Microsoft Office 365 apps.
· Virtualisation (Hyper-V, VMware)
· Basic Routing and switching knowledge.
· Knowledge with backup vendor software such as Veeam, StorageCraft.
· Basic Telephony systems Knowledge.

· Current MS-10X or MD-10x certifications preferred but not essential.

• Good communication skills
• Proactive and eager to learn
• Good knowledge of IT Systems and Support
• Professional and Courteous
• Comfortable with all aspects of customer service (face to face, phone and email)

· Answering the technical line to support our clients as the first point of contact.
· Provide remote and telephone support for client networks and applications.
· Responsible for handling support of ticket requests which relate to all technology including; workstations, servers, printers, networks, and vendor specific hardware and software.
· Updating the help desk ticketing system, ensuring the calls are logged and all notes, progress and actions have been added promptly and accurately.
· Prioritise tickets based on impact to keep efficient progress.
· Work to the contracted SLA’s and liaise with 3rd parties as required, escalating within the helpdesk team were necessary.
· Building PC’s
· Pre delivery setup of laptops
· Repairing PC’s, laptops and printers
· Dealing with third parties to arrange external repairs and tracking documentation
· Stock control of components and cables
· Pre delivery preparation of servers / infrastructure equipment
· Updating asset register for customers new equipment before delivery.
· Keeping up to date with any training and learning logs.
· Dealing with deliveries and receipting them into stock
· Dealing with software issues e.g. installation and upgrade