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IT Support Engineer, 1st Line

Fulltime
London, UK
Sales

Company Overview

When fast-growing companies need scalable managed IT solutions, they come to us. When the world went remote and companies needed cloud tech solutions to work from home, they came to us. When scaling companies need to develop and deploy a cloud first scalable IT strategy, they come to us.

Can you see the pattern here? Yes! We are rather good at what we do and love having fun with tech to solve challenges. Come and join us and work for an IT & Cloud solutions company that pushes boundaries, innovates and who championed remote working from day one.

Date job posted: 12th July 2022
Application closing date: 31st December 2022

Role Overview

Length of expected time in role: 18-months

The first line engineer is the first point of contact for our client’s requiring support. They must be able to handle customer requests and incidents via the phone and email, whilst maintaining key procedures and documentation such as asset registers. Our first line engineers will be placed on an 18-month apprenticeship to provide the qualifications necessary to move into a second line role.

Primary Role Responsibilities

Customer Service, 1st point of contact for customers;

Technical ability to resolve issues/requests using a guide or procedure;

Updating and managing requests and incidents via a ticketing system;

Setting up Laptops;

Distribution of equipment to our clients;

Maintaining Documentation;

Overview of Tasks and Responsibilities

Provide any supporting reports to stake holders as and when required.

Answering incoming calls in the first instance by phone or email; from a varied ‘user-pool’.

Have a sympathetic and understanding approach to all service users.

Produce any follow up actions and escalate as necessary within the business;

To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA.

Maintain a log of any software or hardware problems detected.

To take ownership of user problems and be proactive when dealing with user issues.

Support users in the use of computer equipment as and when needed.

To log all calls on the Zendesk call logging system and maintain full documentation.

To allocate more complex service issues to the 2nd line IT engineers.

Respond to enquiries from clients and help them resolve any hardware or software problems.

Skills & Experience

Must have worked in a customer-facing role for 1+ years

Be familiar with ticket systems, logging and remote management and monitoring processes;

Able to use basic Microsoft applications, such as Word, Excel.

A basic understanding of networking (TCP/IP, DNS, DHCP etc.), voice and data communications;

Location & Travel

Primarily working from the office/technical build room in Shoreditch, London. due to the requirement of deploying devices.

Travel costs and expenses outside of normal working requirements will be reimbursed.

Application form

Please fill in all the fields below as well as uploading a CV and cover letter to be submitted for review.