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1st Line IT Support Engineer

Posted 12 March by 1st Choice Computer Appointments Easy Apply Ended

1st Line IT Support Engineer

To £23k



Responsible for all onsite service and support needs for customers. This relates to all technology, to include: workstations, servers, printers, networks and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft and VMware

  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

  • Experience in Cloud Based Products like AWS, Azure and O365 will be an added advantage

  • Experience in IP Telephony / Unified Communication technologies

  • Strong networking background, knowledge of IP protocols, routing, and switching, WAN and LAN connectivity, firewalls and security

  • Implement and support disaster recovery solutions

  • Remote access solution implementation and support: VPN, Terminal Services and Citrix

  • System documentation to include system reviews and recommendations

  • Installation of hardware and software applications

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

    Additional Duties and Responsibilities:

  • Improve customer service, perception and satisfaction

  • Ability to work in a team and communicate effectively

  • Escalate service issues that cannot be completed within agreed service levels

  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

  • Develop in-depth knowledge of the service catalogue and how it relates to customers’ needs

  • Document internal processes and procedures related to duties and responsibilities

  • Responsible for entering time and expenses in ConnectWise as it occurs

  • Work through a daily schedule in ConnectWise that has been established through the dispatch process

  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

  • Enter all work as service tickets into ConnectWise

  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

    Knowledge, Skills, and/or Abilities Required:

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, VMware VCP, Azure or AWS based certifications.

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

  • Logical analysis of issues and systematic approach towards their resolution

  • Ability to multi-task and adapt to changes quickly

  • Technical awareness: ability to match resources to technical issues appropriately

  • Service awareness of all the organisation’s key IT services for which support is being provided

  • Understanding of support tools, techniques and how technology is used to provide IT services

  • Typing skills to ensure quick and accurate entry of service request details

  • Self-motivated with the ability to work in a fast moving environment

Reference: 34659886

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