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1st Line Support Engineer

A fantastic opportunity has arisen working for my client who are based in Northants, they are an MSP who are looking for an IT Support Engineer to join their business on a permanent basis.

As a First-Line IT Support Engineer, you will be an integral member of the technical support team, delivering top-notch assistance to clients for resolving IT-related issues. Your primary responsibilities will include diagnosing and troubleshooting problems, ensuring swift and effective resolutions. This role demands solid technical expertise, exceptional customer service, and the capability to thrive in a dynamic and fast-paced environment.

 

Key Responsibilities:

  • Provide 1st line technical support to clients via phone, email, and in-person.
  • Diagnose and resolve basic hardware and software issues, seeking guidance from higher support tiers when necessary.
  • Ensure prompt and effective resolution of client IT problems at the initial support level.
  • Communicate technical solutions to non-technical users in a clear and understandable manner.
  • Keep clients informed about the status of their support requests during the initial troubleshooting phase.
  • Deliver excellent customer service, maintaining a positive and professional demeanor in all interactions.
  • Maintain accurate and up-to-date documentation of support activities at the first-line support level.
  • Contribute to the creation of knowledge base articles and documentation for common issues and resolutions encountered during initial support.
  • Collaborate with other support engineers and departments to resolve straightforward technical issues.
  • Provide feedback to improve internal processes and systems related to first-line support.

 

Key Skills:

  • Proven experience in technical support and infrastructure maintenance.
  • Proficiency in Windows operating systems, Office 365, Exchange, Intune, Google Workspace, Active Directory, SharePoint, hardware, and networking (Cisco Meraki).
  • Familiarity with imaging and preparing laptops and IOS devices.
  • Experience with software deployment and managing hardware refresh projects.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal abilities.
  • Knowledge of ITIL best practices.
  • Ability to work effectively in a fast-paced and dynamic environment.

 

If you feel that you’re a good fit for this role then please forward your CV to Andy Dale at Arcas Technology.


Location: Daventry | Salary: 24000 - 28000 per year | Job type: Permanent | Posted: 30/01/2024

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