1st Line IT Support Engineer - Gold Group Ltd : Job Details

1st Line Support Engineer Up to £28,000 DOE London - Full Time on Site I am recruiting in London for an 1st Line Support Engineers for a leading IT Managed Service Provider (MSP).My client is a Microsoft Solutions Partner, and have an Investors in People Gold accreditation.This is an exciting opportunity to be part of a successful and leading MSP.As a 1st Line IT Support Engineer you will be based x5 days a week onsite in a very modern London based office working within an fast paced environment.The ideal candidate would be someone that has 1-2 years experience within an 1st Line IT Support role and ideally you will have some qualifications like AZ-900, MS-900, SC-900 or be prepared to undertake these within the 1st 6 months, fully funded by my client.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. 1st Line Support Engineer 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)Benefits: 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!Exams towards certifications relevant for your role fully paid for by my client!1st Line Support Engineer Experience:

• MSP background preferable
• 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
• ConnectWise
• Ninja RMM
• 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
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required
• Good telephone etiquette

1st Line Support Engineer 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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