Vacancy – 1st Line IT Support

We are seeking a 1st/2nd Line Support Engineer to join our team. The role will be based predominantly in the office, but will require some travel to customer sites. You will be expected to participate in an on-call rota and undertake some out of hours' work, as is necessary. A full UK driving licence is essential.
We are an IT Managed Service Provider, so there will be lots of opportunities to get hands-on experience with a lot of different technologies.

You will be responsible for providing remote and onsite support to our broad range of customers.

You must have strong communication and customer service skills, take a pride in your work with a high level of attention to detail, a methodical approach and ability to prioritise.

Main Duties

  • Providing 1st and 2nd line IT support; answering support queries via phone and email.
  • Ensuring that all calls are logged onto the Service Desk system accurately and promptly.
  • Attempting to resolve customer faults and problems immediately if possible.
  • Keeping customers informed on the status and progress of their faults if an immediate fix has not been possible.
  • Supporting customers in the use of their computer equipment by providing the necessary advice.
  • Escalating complex calls to the relevant IT Support member, promptly, where you are not able to resolve the issue.
  • Monitoring and daily checks as requested by Line Manager.
  • Setting up computer equipment in readiness to ship to customer sites.
    • Skills and Experience Required

    • Ability to communicate both verbally and in writing, usually over the phone and by email.
    • Ability to organize your time and ask for assistance when lack of time is an issue.
    • Ability to follow a logical problem-solving process.
    • Ability to follow the Service Desk procedures and seek advice when unsure.
      • Person specification

      • Minimum 3 years experience working with within an IT Support or Helpdesk environment
      • A proven keen interest in IT and a career in the IT industry.
      • A positive and friendly attitude when dealing with customers.
      • A keenness to work within a team and to support your working colleagues.
      • An appetite to learn and take on new challenges.
      • A hands-on approach and a willingness to learn
      • Attention to detail
      • Enthusiastic and motivated
        • This is ideal for someone looking for the opportunity to progress from 1st line into a 2nd line role, including attending customer sites and project work.
          On the job training will be integral to the role and external training will be offered.

          Salary £18,000 - £23,000 per annum

          Please send your application to Applications should be supported by a covering letter and CV.