1st Line Engineer

Atech Support
High Wycombe
From £20,000 to £25,000 per annum Depending on experience + benefits
02 Dec 2017
08 Dec 2017
Contract Type
Full Time
Role Description:

This role is responsible for providing 1st line technical services and technology support remotely to our clients, this position will be well suited to a technical minded individual wishing to utilise and grow their skills and knowledge.

The role requires a highly motivated, focused and ambitious individual in this fast paced environment to ensure our clients receive exemplary service at all times. This is a fantastic opportunity for an individual at the beginning of their career looking to take the next step and progress with a rapidly growing company.

Duties & Accountabilities:

  • Providing a professional first line technical advisory and diagnostic support service to our clients within a service desk environment
  • To ensure that all reported technical issues are dealt with professionally and competently and that they are recorded on the Service Management System and are resolved with the client’s SLA
  • To be the first point of contact either via email or telephone to our clients
  • Initial assessment of all issues ensure they are logged, escalated and communicated accurately and within the appropriate time-frames
  • To escalate any 2nd or 3rd line tickets in a timely manner ensure issues are resolved within the agreed SLA
  • Manage client expectations effectively and ensure the highest service levels are maintained at all times
  • Ensure work is completed in line with KPI targets and personal objectives


  • Basic Active Directory and Exchange management experience
  • MS Office 2010 - 2016 troubleshooting experience
  • MS Windows 7 - 10 experience
  • Office365 experience
  • Basic Mac OS experience would be advantageous
  • Basic knowledge of networking protocols (DNS, DHCP)
  • Good knowledge of IT hardware
  • Excellent PC skills
  • Excellent verbal and written communication
  • Previous experience working on a Help Desk or Service Desk
  • Ability and willingness to share knowledge across the team to aid learning and proficiency
  • Ability to quickly and efficiently identify IT systems issues / outages and escalate where required to ensure SLA and KPI targets are met
  • Effectively manage own time and workloads
  • Ability to maintain professional demeanour under stress
  • Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through
  • Ability to build and maintain effective and productive working relationships with both colleagues, clients and third parties
  • Flexibility to support the team roster pattern
This job was originally posted as www.cwjobs.co.uk/job/77531194