Job Description: 1st Line Helpdesk Engineer Department: Service Reporting to: 1st Line Helpdesk Team Leader/Service Director Company Description Long established and fast growing and dynamic company providing IT support services. They specialise in IT Support, Cloud and security services. Based in Basildon, Essex, theyare 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 the phone/email Contribute to the maintenance of our IT documentation database After identifying the issue, you will talk the user through the required steps to resolve it or escalate to the relevant team as and when necessary Experienced preferred but not essential Excellent all-round problem-solving skills Windows 7/10/11 Networking IP addressing/DHCP/DNS Office 365, Azure, Sharepoint, OneDrive Anti Virus Software Sophos or similar Mail Filtering Mimecast or similar Personal Characteristics Flexible, adaptable and calm when under pressure Willingness to learn and self-develop Honest and Dependable Well-presented, personable, team player Customer focused Please note it isn't expected that the1st line engineers to log tickets on our helpdesk system. Its the responsibility of our customer services department to action any support requests. Working Hours Ashift 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 on performance) 70% of staff at some point have been promoted and progressed to other roles