Gold Group Ltd
1st Line IT Support Engineer
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1st Line Support Engineer
£28,000 - £32,000 + Benefits + Hybrid Working + Paid exams
London - Hybrid
I am recruiting in London for multiple 1st Line Support Engineers for a leading IT Managed Service Provider (MSP).
Must have
- 1-2 years experience within an IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with a MS Fundamental certificates like AZ104 / SC100 / M100 etc
Working Pattern
5 days in office during the 6 month probation period and then hybrid thereafter
Role Description
As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.
Exams towards certifications relevant for your role fully paid for by my client!
Benefits
- Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
- Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
- Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!
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Experience
- MSP background
- 1-2 years proven experience in an IT support role
- Experience of working to an ITIL framework in a service desk capacity
- Microsoft Windows Server 2016 - 2022
- Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
- Active Directory Management
- Windows 10, 11 Operating System Support
- Apple OS and Apple Mac support experience
- Microsoft Office Suite
- Backup Technologies such as DATTO, Acronis
- Laptop/desktop and thin client support
Personal Skills
- Highly Motivated
- Can do attitude
- Attention to detail
- Excellent communication skills
- Proven client service skills
- Ability to work under pressure
- Willingness to work flexibly as required
- Good telephone etiquette
Responsibilities
- Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
- Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
- Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
- Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
- Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
- Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
- Log and assign tickets and monitor workloads for the other Service Desk team members.
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