1st and 2nd Line IT Support Engineer

Edison Hill Limited
02 Feb 2017
02 Mar 2017
Contract Type
Full Time

My clients is a successful and dynamic IT Support / Managed Services company that are going from strength to strength. Due to continued growth they now require an experienced 1st Line Support Engineer that can also help with 2nd Line duties, to join their friendly team.

This will be a demanding position and you must have a minimum of 24 months commercial IT Support experience in a busy helpdesk environment, or preferably an MSP. You will need the ability to juggle multiple tasks, recognise the impact of support issues and liaise with customers, suppliers and colleagues.

Your main day to day duties will include the following:

• 1st Line Telephone Support • Log, manage, chase and escalate tickets

• Remote Support and Problem Diagnosis

• Dealing with alerts and standard checks

• AD Administration - Passwords, Accounts, Groups, Permissions, Archives

• Telephone (VoIP) Administration • PC / Mac builds and moves

• Anti-Virus / Anti-Spam Admin and troubleshooting

• Site Visits across London and South East

• Assisting with Project work

• Any other duties as requested

This is an important customer facing role, which requires good interpersonal and communication skills, attention to detail and a methodical approach. You will have troubleshooting skills across a broad range of hardware and software, basic AD admin (users and groups), advanced desktop support (inc. MS Office suite and Outlook), Print management, simple networking and WiFi knowledge. Mac experience is hugely beneficial, along with the use of your own vehicle.

This is a diverse and rewarding position where you can gain experience across a wide range of business sectors. You will be supported and mentored in a team where initiative and feedback is encouraged in order to continually improve processes, procedures and service delivery. Accurate recording of all problems and the ability to quickly assess and process is paramount in retaining customer satisfaction. Performance will be monitored using close rates, escalations and team input recorded in the call details.

Career progression will be based on this performance, attitude and the individual’s efforts to increase their knowledge and skills, take on new challenges and be part of an evolving team.