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1st Line IT Support Engineer

Where

City

Type

Permanent

Salary

29000 Annual

1st Line Support Engineer Up to 28,000 DOE LondonI am recruiting in London for a 1st Line Support Engineer for a award winning IT Managed Service Provider (MSP).You must have 1-2 years experience within an IT Support role within an IT MSP, along with either AZ-900 or SC-900As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management. 1st Line Support Engineer Benefits:Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm) Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025) Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!Exams towards certifications relevant for your role fully paid for by my client!

1st Line Support Engineer Experience:

  • MSP background
  • 1-2 years proven experience in an IT support role
  • Experience of working to an ITIL framework in a service desk capacity
  • Microsoft Windows Server (Apply online only)
  • Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
  • Active Directory Management
  • Windows 10, 11 Operating System Support
  • Apple OS and Apple Mac support experience
  • Microsoft Office Suite
  • Backup Technologies such as DATTO, Acronis
  • Laptop/desktop and thin client support

Personal Skills:

  • Highly Motivated
  • Can do attitude
  • Attention to detail
  • Excellent communication
  • Proven client service skills
  • Ability to work under pressure
  • Willingness to work flexibly as required
  • Good telephone etiquette

1st Line Support Engineer Responsibilities:

  • Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
  • Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
  • Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
  • Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
  • Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
  • Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
  • Log and assign tickets and monitor workloads for the other Service Desk team members.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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Establish yourself and your professional growth within a forward-thinking organisation, where your skills as a will drive the engineering industry forward.

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