1st Line Support Engineer

Bloor Homes Business Support
Swadlincote, UK
01 Jul 2019
23 Jul 2019
Contract Type
Full Time
1st Line Support Engineer
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As a 1st Line Support Engineer you will be helping staff with IT issues and help requests as and when they arise. This will include receiving, prioritising, documenting and resolving help requests and escalating incidents where it is deemed appropriate and necessary to do so. Day-to-day work may include using diagnostic and help request tracking tools to help with requests, and will also involve giving IT users in-person, hands-on help at desktop level.

In the role of 1st Line Support Engineer you will be working closely with colleagues in the IT department, end users and suppliers of IT services and solutions.

You will build a rapport with service desk customers while obtaining details of problems, and perform hands-on fixes at the desktop level, while recording, tracking and documenting the service desk request problem-solving process. You will also identify and familiarise yourself with appropriate hardware and software used by the organisation.

You'll be working for one of the largest privately-owned housebuilding groups in the UK - and you will be a part of a family owned business where we value you, your contribution, and your ideas.

This role includes a variety of duties, some of which include:
  • Fielding incoming requests to the Service Desk via both telephone and email to ensure courteous, timely and effective resolution of end user issues.
  • Documenting all pertinent end user identification information, including name, department, contact information and nature of the problem or issue as well as regular updates.
  • Accessing software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Testing fixes to ensure problems have been adequately resolved.
  • Performing post-resolution follow-ups to help requests.
  • Reinforcing and adhering to timescales to manage end-user expectations.

If you have a degree or college diploma in the computer science field or relevant work experience, and a full UK driving licence then this could be the ideal role for you. Ideally you will have experience of working in a similar role, and will be working towards becoming a Microsoft Certified IT Professional. Knowledge of basic computer hardware, including HP desktops and laptops and the Microsoft Surface Pro range is essential, as well as experience of desktop operating systems like Windows 7 and 10, and providing Microsoft Office support. You will also need a keen attention to detail, proven analytical and problem-solving abilities, to be able to execute and prioritise tasks in a high-pressure environment, and present your ideas in user-friendly language.

If you would like a rewarding career with a housebuilding group that is invested in its employees, are great with people, organised, confident, and care about communication, then get in touch today.

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