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1st Line IT Support Engineer

Flint Consulting Limited

Posted on Oct 9, 2021 by Flint Consulting Limited

High Wycombe, Buckinghamshire, United Kingdom
IT
Immediate Start
£22k - £22k Annual
Full-Time

1st Line IT Support Engineer

My client, a growing IT support company is currently seeking an 1st Line IT Support Engineer to join their expanding team on a permanent basis.

Job purpose:

Working within the Support Team, you would be required to work with the other members of the technical department to respond to customer support requests from customer sites as well as the internal helpdesk.

You will jointly ensure the smooth operation of the team you are a member of, ensuring their core processes are adhered to; First Response, Escalations, Follow up, Resolutions.

You will demonstrate a good level of communication and customer service skills, in dealing with customer support queries face to face on customer sites, over the telephone, email and using remote support tools.

Key Technology Areas:

  • Microsoft Windows clients, and knowledge of Microsoft Windows Server
  • Understanding of Core Networking Services; DNS, DHCP, Active Directory, Firewalls, TCP/IP
  • Microsoft Office 365 administration
  • Client Server Applications
  • Operating System & Application Deployment and Updating
  • Google Classroom/Google Admin is an advantage but not mandatory.

Key responsibilities and accountability:

  • Support the other members of your team.
  • Adhere to the core service desk processes, within your team.
  • Provide first line technical support via telephone, email and remote access control.
  • In line with Service Management Principles, provide a high level of customer service for all support queries.
  • To take ownership of customer problems and be proactive when dealing with customers issues.
  • To log and update all calls on the call logging system.
  • Escalate more complex calls to an appropriate IT Support member.
  • Liaise with external support partners, such as Vendors like Microsoft, Dell and Aerohive where necessary for any problems which cannot be resolved in-house.
  • Assist other people within the organisation with the preparation of documentation such as a scope of work.

Competencies:

  • Good communication skills, spoken and written.
  • Team player.
  • Logical thinker.
  • Customer service focus.
  • Self-motivated, with good time management skills.
  • Maintaining a high level of professionalism with the customer, other team members and third parties.

Reference: 1352777846

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