1st Line Support Engineer
Tonbridge
VR/03041J
£20-24K DOE

Our client, an established IT Solutions provider based in Tonbridge, seeks an enthusiastic, self-motivated 1st Line Support Engineer to join their team. They specialise primarily in providing IT support services and Networking solutions to a wide range of businesses and market sectors.

The role

You will take ownership of client requests, ensuring problems and queries are resolved to company SLAs. Successful candidates for this role must have excellent troubleshooting skills combined with very good written and verbal communication skills. This is a highly varied role, working on a range of projects, providing support on a range of systems and servers.

Responsibilities

• Answering incoming telephone calls and raising support tickets
• First point of contact for customers seeking technical assistance over the phone or email
• Effective ticket Management using company PSA and RMM Tools
• Ensuring that the Incidents are resolved within specified SLAs
• Following Security admin, Information security and GDPR processes
• Working with company procedures and process
• Ticket escalation to key Team members when required
• Customer site visits may be required

Essential skills and hands on experience with:

• Excellent telephone presence with organised follow-up skills
• Ability to multitask and maintain a positive attitude
• Excellent verbal and written communication skills
• Strong customer focus
• Ability to work independently and as part of a team
• Must be able to work in a fast-paced environment
• Ability to work under pressure and demonstrate a potential for strong problem-solving skills
• Escalate issues quickly when appropriate to do so
• Liaise with third parties and log tickets for vendor support

Technical requirements

• Current Microsoft Windows Operating Systems
• Microsoft Exchange / O365 / Active Directory administration
• Microsoft Office Suite
• Good understanding of networks and networking
• Experience and understanding of Router technologies
• Windows Server 2008, 2012, 2016 and 2019
• Microsoft 365 and SharePoint Administration
• Active Directory administration
• Microsoft Office 2010, 2013, 2016 and 2019

Desirable Skills and experience:

• Minimum 1 year of experience in a Service Desk Role
• Familiar with Service desk and Monitoring toolsets
• Clean Driving License.