1st / 2nd Line Support Technician - Ruby Group : Job Details

We are recruiting a 1st / 2nd Line support Engineer to join an MSP based in Kent. Suitable candidates will be skilled and a motivated individual with a passion for technology and a wish to provide exceptional customer support. The role is predominantly based in the Office near to Maidstone.Responsibilities:

• Provide 1st / 2nd line technical support to clients via phone, email & ticketing system
• Diagnose and troubleshoot software and hardware issues reported by customers.
• Assist customers with basic network and connectivity problems.
• Escalate complicated technical issues to the appropriate internal teams for resolution.
• Ensure timely and accurate recording of customer interactions and issue resolutions in our ticketing system.
• Provide excellent customer service, focusing on client satisfaction and issue resolution.
• Install networking / Desktop equipment at client sites.

Requirements:

• Previous experience in a similar 1st / 2nd line support role.
• Strong technical skills and ability to troubleshoot software and hardware issues.
• Knowledge of operating systems such as, predominately Windows 10 &11 - and Windows Server.
• Knowledge of managing Microsoft 365 environment
• Knowledge of MDM solutions would be advantageous
• Familiarity with network concepts, including TCP/IP, DNS, DHCP, and VPN.
• Good communication skills, both written and verbal, with the ability to explain technical concepts to non technical individuals.
• Outstanding problem-solving skills and the ability to think analytically.
• Ability to work both independently and within a team environment.
• A customer focussed approach with a passion for delivering high-quality support.

Benefits:

• Competitive salary
• Opportunity to develop and grow your technical skills within a supportive team.
• Training and professional development programs to enhance your knowledge.
• Collaborative and inclusive work environment that values employee contributions.
• Employee benefits package, including health insurance and pension scheme.

If you would like to join a forward-thinking IT company that values its employees and offers opportunities for growth, then please get in touch.