The Role

Our 1st Line Service Desk Engineers are responsible for technical support and ticket resolution for a wide range of managed service customers.  They form an indispensable part of our Service Delivery team as the first point of contact for support queries, with full responsibility for logging and handling tickets, escalations and follow ups. The 1st Line Service Desk role involves fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.

Our ideal candidate is an experienced Service Desk Engineer from a Managed Service Provider background. It is essential that our 1st Line Service Desks Engineers are motivated, natural problem solvers with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is fundamental.

 

Key Responsibilities

  • Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes
  • Respond appropriately to technical issues raised, through resolution or escalation
  • Prioritisation and management of workload to ensure contractual SLAs are met
  • Act as the first point of contact for technical issues raised
  • Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket
  • Provide efficient customer service to a vast client base
  • Work in accordance with company values, policies, procedures and standards.

 

Essential Skills and Experience

Our ideal candidate will be an experienced 1st line support engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

  • Previous experience providing 1st Line Support for a Managed Service Provider
  • Excellent problem solving and customer service skills
  • Experience with key technologies, such as:
    • Windows Server 2003 – 2016 R2
    • Microsoft Office 2003 – 2016
    • Windows Desktop XP – Windows 10
    • Active Directory and Microsoft Exchange
    • OSx Operating systems
    • Office 365
    • Networking technologies including LAN/WAN
    • Installing/configuring printers
    • DHCP/DNS

 

Interested in working with us?

We want to hear from people of outstanding ability or potential. To apply for this position, please submit your application using the form below.

Key Benefits

  • Competitive salaries
  • Competitive bonuses
  • Annual pay reviews
  • Health insurance
  • Tiered pension
  • Service holidays
  • Childcare vouchers
  • Company laptop
  • Free uniform
  • Mileage allowance
  • Full induction
  • Career planning

And much more…

Application Form

To apply for this position, please complete the form below and attach your CV and covering letter.
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