Job Description: 1st Line Helpdesk Engineer
Department: Service
Reporting to: 1st Line Helpdesk Team Leader/Service Director
Company Description:
Long established and fast growing company providing IT support services. They specialise in IT Support, Cloud, and security services. Based in Basildon, Essex, they are a highly motivated organisation operating within a relaxed and friendly environment.
This is an excellent opportunity to join a rapidly growing team within a well-established organisation. Your responsibilities will vary depending on the task at hand; however, full training will be provided where required.
Main Duties and Responsibilities:
* Provide remote 1st line IT support to our contracted clients via phone/email.
* Contribute to the maintenance of our IT documentation database.
* After identifying the issue, talk the user through the required steps to resolve it or escalate to the relevant team as necessary.
Minimum Requirements:
* Excellent all-round problem-solving skills.
* Experience with Windows 7/10/11.
* Networking knowledge – IP addressing/DHCP/DNS.
* Familiarity with Office 365, Azure, SharePoint, OneDrive.
* Experience with Anti-Virus Software – Sophos or similar.
* Knowledge of Mail Filtering – Mimecast or similar.
Personal Characteristics:
* Flexible, adaptable, and calm under pressure.
* Willingness to learn and self-develop.
* Honest and dependable.
* Well-presented, personable, team player.
* Customer focused.
Working Hours:
A shift pattern on the helpdesk: 8:00-4:30 / 9:00-5:30 / 9:30-6:00.
Career Path:
Progression to either a 2nd Line Helpdesk Engineer or Field Engineer (time frame subject to performance). 70% of staff have been promoted and progressed to other roles.
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