Highly motivated and skilled IT 1st/2nd Line Support Engineer required for leading client based in Luton to be the first point of contact for IT incidents, requests and service-related issues, providing both technical support and troubleshooting expertise in a fast-paced, ITIL driven environment.
Act as the first line of support for IT incidents and service requests, log and track incidents through the ITSM tool, ensuring they are classified and prioritised correctly.
* Resolve incidents within agreed SLAs, minimising disruption to systems critical to operation.
* Escalate unresolved issues to 2nd/3rd line and resolver teams, ensuring effective communication and follow-up until resolution.
* Provide remote support to end-users on a wide range of IT issues, including hardware, software, and networking problems.
* Assist in monitoring critical systems and IT services, complete daily checks such as backups from the night before.
* Update and maintain knowledge base articles and internal documentation to assist with common support requests and improve the efficiency of the support process.
* Provide basic training to users on IT systems, tools, and processes, enhancing user experience and productivity.
* Provide support for Microsoft and Office 365, perform installations, configurations, and setting up of workstations and mobile devices.
* Take a proactive approach, monitoring system performance and making regular routine inspections of installed equipment, taking corrective actions to prevent wider problems.
Familiarity with ITSM tools, understanding of ITIL processes, knowledge of basic networking concepts, hardware troubleshooting, operating systems, and software applications.
Strong problem-solving skills, ability to prioritise tasks effectively, excellent verbal and written communication skills, and a customer-service focused approach.
Key requirements:
* Familiarity with ITSM tools.
* Understanding of ITIL processes.
* Knowledge of basic networking concepts, hardware troubleshooting, operating systems, and software applications.
* Experience with Active Directory, Office 365, Microsoft Exchange, and standard desktop applications.
* Ambition to constantly learn new skills, with an understanding that study time outside of working hours may be required for career development.
* A well-organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines.
* A very good team working ethic, communicating with colleagues in a clear and professional manner.