We are recruiting for an experienced 1st Line Engineer. This role is a fulltime office-based role (except during restrictions), working within the Tech team and reporting to the MD.
We are very fortunate to be growing as a company as we provide more IT Services with our distinctive Customer Service levels to business owners across London and Europe.
The First Line Engineer will take on the following key responsibilities:
• Provide VIP Customer service to existing clients
• First response on the Helpdesk solving technical queries over the phone and via email
• Swiftly Identify issues and fix supported systems
• Quickly escalate any challenges that cannot be resolved by 1st Line
• Log the agreed amount of time each week against assigned tasks
• Clearly document and record time for all conversations, research and solutions provided on each ticket
• Classify and escalate any Change or Sales requests being made on tickets
• Contribute to projects and attend client sites as required
• Produce Network Audit Reports and highlight any concerns to Lead Engineers
• Meet SLA’s including call answering, first response times and logged hours
• Assist in the ongoing documentation of business processes in accordance with ISO 27001 and 9001 accreditations
• Share ideas and best practice with colleagues and peers
The skills you need are:
• Proven experience working within an IT Support environment
• Experience creating and managing Office 365 Users
• Windows 10 and / or MacOS administration experience
• Outlook and Microsoft Remote Desktop knowledge
• Fundamental understanding of networking
• Ability to produce accurate, high quality work in a progressive, fast-paced team
• Use good grammar, spelling and be comfortable using the phonetic alphabet
• Confident phone manner and excellent communication skills
• Efficient with Microsoft Word, PowerPoint and Excel
• Ability to multi-task and work well in a team as well as on own initiative
• Enjoy the demands that come with working in a client facing environment to defined KPI’s
As well as this we would love someone with:
• Maths and English GSCE
• Understanding of network routing and connectivity management
• Deployment of RMM agents
Scope for Role Development:
We don’t believe in standing still and are always learning and striving to make our service even better. We encourage our teams to use opportunities provided for personal and professional development. The pathways for growth in the future of thisrole, include the following areas:
• Microsoft 365 and Azure Certifications
• Fastrack to 2nd Line Engineer position
• Mikrotik and Ubiquity experience and qualification
• Networking or Security Specialisation
We are all about using Technology to inform, to communicate and to make the business of doing business – accessible, reliable and secure.
Salary: dependent on experience.
The closing date for this application is 09:00am, Monday 9 November.
To apply, please email your CV with a brief cover note to WorkWithUs@techrelate.co.uk