1st Line Support Engineer

Job description - First Line Engineer

Office based

Our client is a dynamic and fast growing Managed Service Provider, located near Camden, NW London where employees are encouraged and supported to develop their skills as part of an excellent, hard working team. No two clients of the Company are the same: each company has different needs requirements and we provide the right technologies to meet them, including Microsoft, Apple, Google and many other vendors. You will be exposed to varied and new challenges on a daily basis, in a fun and fast paced environment that allows you to learn and develop as a professional. You must be able to communicate in a clear and precise manner to our clients and be able to liaise with them via email and telephone - customer service is king!

Applicants should be experienced in supporting Microsoft operating systems and Servers. Experience of either Google Workspace or Microsoft Modern workplace including, EMS and Intune would be helpful (Microsoft MCP Certification or Apple OSX experience would also be advantageous.)

You would be joining our client Service Desk, offering 1st line support primarily via telephone and remote-control software and occasional visits to client sites in and around London, as well as helping to run projects. Your main duties and responsibilities would include;

• Answering phones calls and emails, direct into the Service Desk.
• Log and update all incident, change, problem and configuration tasks using AutoTask.
• Ensure clients are kept informed and have full ownership throughout the full lifecycle.
• Be proactive regarding known issues and problems.
• Raising awareness of the Service Desk to clients.
• Escalate where appropriate to 2nd & 3rd line Engineers.
• Utilise your superb customer service skills.
• ITIL awareness.
• Keeping familiarity with various desktop issues/fixes and use/support of SaaS technologies like Microsoft 365
• Assist with projects, such as 365 migrations and infrastructure upgrades.
• Work in a team of dedicated and knowledgeable engineers, to deliver service and projects
• Aim to have a first time fix rate of 90%.
• Ability to handle difficult and demanding customer environments.
• Be able to multitask and see issues and problems through to completion.

You’ll be joining a company that cares and nurtures its talent and seeks out the best of the best…