As a 1st Line engineer, you will be responsible for assisting in 1st Line team in overall operation & support for our customers. This will include supporting our customers with requests and incidents remotely. Additionally, you will be a point of contact for the main Service Desk Team supporting our workshop, Field, 2nd line & 3rd line teams during day-to-day operation. Working as part of a team of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.
Job Role Responsibilities
*Handling escalated service requests
*Manage all technical cases effectively, ensuring clients are kept up to date with progress
*Supporting the Technical Team
*Ensuring client requests are handled quickly and efficiently Monitor the progress of any matters assigned to the Technical Team
*Monitor clients’ IT systems via the monitoring software
*Escalate matters in a timely manner if it becomes necessary
Job Requirements
*Self-motivated with a positive attitude
*Excellent communication and organisational skills and a team-oriented mindset
*Ability to work in a dynamic environment where hard work and fun are the key ingredients
*Ability to work as part of a team and display teamwork.
*Can work on own intuitive
*Good written skills on job reporting and documentation
What we offer
*Hybrid Working (3 days in/2 days out, after probation which is 3 months)
*7am-7pm service operation window, specific hours are rota based.
*£24,000 - £28,000 depending on experience
*Location – close to the centre of Northampton with modern, up to date living space.
*Culture – Social events, Supportive, Fun, Hard working
*Perks – Incentives (holidays, vouchers, lunches, spot prizes)
*Top of the range technology in office and for home working (laptops, screens, etc)
*Subsidised health care/medical benefits
*Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
*Progression Plan – training & mentor programme.
Experience
*Previous experience in an IT helpdesk support role
*Knowledge and experience of various IT systems
*Experience in the following systems and/or applications:
*Microsoft 10 o Microsoft Office o Microsoft Office 365 Platform
*Microsoft Windows Server 2019 and 2022
*Microsoft Exchange Server 2019
*Experience in setting up and supporting of mobile devices
*Excellent customer service skills
*Relevant IT qualifications
*GCSEs in Maths and English or equivalent
*UK driving license.