MSP 1st Line Support Engineer

We are looking for a talented individual to join our team as a 1st line Support Engineer at our Grantham, Lincolnshire office. This is a Hybrid role, you will be working onsite in Grantham 3 days a week. Candidates who live local will be prioritised due to the on-call and flexibility required.

We are currently recruiting for an 1st Line support Engineer to provide high-quality support to multiple clients within a designated team in a fast-paced environment. This role acts as an escalation point to our junior analysts and works closely with our project team for further escalation of tickets. We are looking for someone who wants to progress technically and eventually move into a role providing leadership for a technical team. This is a 1st line support role.

This role is available in traditional office-based or hybrid models working from our base in Grantham. We are only considering applicants who live local to Grantham, have a full UK driving licence and can travel to customer sites as needed and be available for our extended hours support rota.

We expect all our team-members to be continually learning and developing their technical and soft skills. You will be fully supported by a comprehensive training package, bringing your skills up to the best possible level to support you in your new role. You will be required to pass professional certifications alongside attending internal and external training. In return, the successful candidate will have clear career progression.

To be successful in the role, you will need to have:

• Remote support to a designated set of clients. Answering and dealing with support calls promptly, triaging tickets to other team members where necessary.
• On-site support and installations.
• Taking ownership of assigned tickets.
• Ensuring all technical work is carried out within SLA. Escalation of tickets where necessary through the agreed channels.
• Managing and prioritising own workload.
• Accurate asset record management.
• Identifying documentation requirements and creating knowledge base articles where necessary.
• Identifying repeat issues and proactively working to resolve them.
• Working to our values, treating customers with the upmost respect and going above and beyond to ensure the customer experience is excellent.
• Rota based extended hours support (on call).

Personal skills & experience:

• 1 or more years working in a similar role.
• Ability to work under pressure in a fast-paced environment.
• Strong problem-solving skills.
• Clear, confident and polite telephone manner.
• Exceptional customer service skills.
• Excellent spelling & grammar.
• Exemplary interpersonal skills.
• First rate work ethic.
• Excellent organisational skills.
• Ability to work and communicate effectively in a busy close-knit team.
• Clean full UK manual driving license.

Technology Experience:

• Windows Desktop support and maintenance
• Windows Server support and maintenance
• Active Directory administration
• Group policy administration
• Microsoft 365 and Microsoft Azure support and maintenance.
• Microsoft Endpoint Manager.
• VMware vSphere.
• VMware Horizon.
• Network support on routers, switches, firewalls and other networked devices.
• Software support for end-user applications.
• PowerShell.