Experienced First Line IT Support Engineer
We provide quality IT support services, IT consultancy for the last 2 decades for companies in and outside of London. We are setting the industry-recognised benchmark for managed IT services within dynamic, 24×7 industries – we became finalists in the prestigious SDI Competition.
We are looking for experienced First Line engineers to join our successful team. As we are expanding at the moment it is going to be fast paced and demanding role, with great career opportunities, first class training and an outstanding team as reward.
The 1st Line Support Engineer role is vital to timely deliver quality technical support to our clients. This requires knowledge of both the software and hardware we support, impeccable communications skills and reliability. The person fulfilling this role must be an ambassador for the company, clients and the team.
Provide excellent customer experience at all times
Respond efficiently to support requests coming from all channels
Accurately classify and log tickets using our internal ticketing system
Accurately keep tickets up to date, informative and clear on the CSM
Accurately check in, check out and add time entries to the CSM
Take time to review user history before attending to any request
Deal with 1st line assigned tickets, providing assistance over the phone or email
Escalate as and when required using internal guidelines
Liaise with partners and third parties companies to resolve client’s issues
Conduct personal queue and ticket triage
Conduct workshop tasks as asigned by team leader or manager
Conduct in-house IT support for internal users as and when required
Conduct onsite work as and when required (such as onsite support, project support/assistance, system deployment, etc.)
Ensure all alerts from our proactive tools are actioned within the agreed SLAs
Undertake any other duties as requested by the Helpdesk Manager, Operations Director or Managing Partners
Participate in our internal development program (Cardonet University and Technical Forum, etc.)
Attend meetings as required
We are looking for experienced Engineer with at least 2-3 years of experience and a high level and varied range of IT knowledge.