Job Description

IT Engineer (1st Line)

Service Desk Technician (1st Line IT Engineer)

We value our team members and is dedicated to investing in them. Our company culture and strength are built on the hard work, professionalism, and determination of our employees. By joining our supportive and caring team, you will become part of a growing organisation that offers numerous benefits and opportunities for career advancement in a professional and modern work environment. Our goal is for you to flourish as a member of our committed and engaged team, with a focus on delivering exceptional customer service and advanced technology solutions.

You will support a national customer base and internal IT infrastructure, resolving & Escalating tickets, undertaking routine proactive work, and assisting on project work where required. Some field work may be required providing the successful applicant with a great opportunity to meet the clients and customers on a face-to-face basis and build relationships a heavily customer focussed industry.

The perfect candidate for this role should possess outstanding communication abilities, be attentive to customer needs, and have a solid technical foundation. You should be able to perform well under stress and effectively prioritise tasks. Additionally, you should be capable of working both independently and as part of a team.

Responsibilities:

As a Service Desk Technician, you will serve as the first point of contact for clients seeking IT support. Your role will involve attempting to resolve issues by following established procedures and escalating them to second-line support if necessary. You will work as part of a close-knit service desk team and report to the Service Desk Manager.

Duties:

Responding to client requests for IT support via phone Providing first-line IT support to clients Managing the entire ticket lifecycle Ensuring compliance with SLAs and managing customer expectations Provide technical support to end-users, both remotely and in-person Install, configure, and maintain computer hardware, software, and peripherals Troubleshoot and resolve hardware and software issues Set up and maintain user accounts and permissions Monitor network performance and troubleshoot connectivity problems Document technical procedures and create user guides Stay up-to-date with the latest technology trends and advancements

Skills & Experience:

Prior experience in customer service Excellent communication skills Proficiency in Microsoft 365 administration Ability to provide remote IT support Basic network troubleshooting skills Familiarity with our software tools Strong knowledge of operating systems (Windows, macOS) Familiarity with TCP/IP networking protocols Experience with ticketing systems Understanding of VPN technologies Proficiency in computer hardware troubleshooting Knowledge of DNS configuration and management Basic understanding of firewall principles Ability to analyze complex technical issues and provide solutions Excellent customer service skills
The comprehensive package and benefits offered includes:

Competitive salary Competitive holiday package, additional days accrued with length of service Extensive training and development opportunities with internal progression available. Wellbeing package including discounted gym, support towards optical and dental treatment and others. Free parking. Regular team social events including amazing Christmas parties and Family Fun days and much more!
Job Type: Full-time

Pay: Up to 25,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking Health & wellbeing programme On-site parking
Education:

A-Level or equivalent (preferred)
Experience:

Technical support: 1 year (preferred) Customer service: 1 year (preferred)
Work Location: In person