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1st Line Deskside Engineer

Posted on Mar 15, 2023 by Lucid Connect Ltd

Maidenhead, Berkshire, United Kingdom
Immediate Start
£28k - £28k Annual

Onsite IT Support Engineer - Maidenhead - Permanent

Salary up to £28,000 (+ excellent other company benefits, one of which is a discounted company car scheme after probation)

On site at client site - Maidenhead - Monday to Friday 8:30am - 5pm

We have an exciting new opportunity to join a market leading IT solutions provider. You will join the team that provides the highest level of support to provide support and be involved in upgrade projects for a growing customer base.

Due to new clients won, ongoing success and company expansion, Lucid Connect are supporting our client to recruit for a 1st and/or 2nd line Service Desk Engineers to join a successful company, on their client site in Maidenhead. You will have full responsibility for overseeing and sustaining good customer services in line with the agreed Service Level Agreements.

We are looking for a candidate that has excellent technical and interpersonal skills, preferably with experience working in a customer facing environment for an IT solutions provider previously in a 1st Line Support Engineer role

Key Responsibilities

  • Provide 1st and/or low level 2nd Line Support to the company's customers, receiving calls and handling the resulting service requests, and working with the team to manage any escalations
  • Taking ownership of customer issues and logging incidents or service requests in line with objectives
  • Ensuring customer satisfaction is at the centre of what you do
  • Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI's
  • Liaising with internal and external stakeholders

Key Skills

  • Minimum of 12 months experience in a 1st role for a MSP or in an Onsite Customer setting
  • Working to SLA's accurately in a fast paced, and friendly environment
  • Proven customer-centric IT service Delivery experience
  • Strong experience supporting Office 365 cloud services
  • Experience of supporting Microsoft Azure
  • Able to communicate clearly and concisely to all levels
  • Good knowledge of IT concepts and architectures
  • Excellent customer service skills for both internal and external customers

Desirable skills/qualifications

  • Up to date Microsoft qualifications
  • ITIL Foundation Certified
  • Microsoft Azure knowledge
  • Awareness of other MS Business technologies

Reference: 2511655314


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1st Line Deskside Engineer in Maidenhead, Berkshire, United Kingdom, Full-Time

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