1st Line - Service Help Desk Engineer

£18000 - £19000 per annum
10 Jan 2018
07 Feb 2018
Recruitment Genius Ltd
Contract Type
Full Time
A growing Midland based MSP that designs, supply's, installs and maintains workplace technology. End to end, single point of contact supplier to the SME market place. Their 'one hand to shake' approach delivers a product portfolio that takes care of all the infrastructure technology requirements for the 21st century business. The connectivity, the servers & hardware, security, mobile device management and any liaising with bespoke industry specific software manufactures, their job as the MSP it to make it smooth and pain free for the customer.

Due to the diverse nature of incidents and technology supported, they are looking for an Engineer with a consultative style and a genuine willingness to learn new skills. They seek bright, diligent individuals with excellent communication skills and a good work ethic. This business understands the need to attend your child's school play or a visit to the dentist but likewise clients often have last minute situations so it works both ways.

Essential Duties and Responsibilities

- To provide technical support; answering support queries either via phone or email
- To maintain a high degree of customer service for all support queries and adhere to our core values
- To take ownership of user problems and be proactive when dealing with user issues
- To log all calls on the call logging system and maintain full documentation
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary technical support
- To escalate more complex service issues to the relevant IT Support member in a timely manner
- To arrange for external technical support where problems cannot be resolved in house

Skills / Attributes Required

- Relevant 1st line / Helpdesk support experience
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 / 10 / Office 365
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
- Good Understanding of PC hardware set-up and configuration
- Excellent telephone manner and face to face communication skills
- MCP certification would be beneficial, but is not essential.
- Windows Server 2011-2016 - Installation, Configuration and Support beneficial, but not essential
- Exchange Server 2013-2016 - Installation, Configuration and Support beneficial, but not essential
- Active Directory - Installation, Configuration and Support beneficial, but not essential


- 20 Days Paid Holiday rising to 25 on years of service + Bank Holidays
- Workplace Pension
- Paid Overtime
- Staff Development Program
- Microsoft Training Program - Salary increase
- Paid Technical Exams
- Team Events outside of work

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