1st/2nd Line Engineer Reigate, Surrey Salary: £24-30k plus bonus opportunities Our small but growing IT support client based in Reigate is fast growing and looking t strengthen their team. This is a fantastic opportunity for someone with Service Desk or 1st Line support experience who wants their next step and to also get involved in more in-depth IT and projects. There is so much scope for the right candidate to really push their IT knowledge and career forward. Duties: Providing technical guidance and coaching to the service desk technicians and ensuring they follow best practices and procedures. Communicating with customers and stakeholders at all levels, from end users to senior management, and explaining complex IT issues in simple and friendly terms. Escalating complex or urgent IT issues to the appropriate internal or external teams and following up until resolution. Monitoring and reporting on the performance and quality of the service desk, identifying areas for improvement and implementing solutions. Keeping up to date with the latest technologies and trends in IT service management and ensuring the service desk team has the necessary skills and tools to meet customer needs. Taking pride in delivering high level customer support and avoiding confusing tech jargon. Monitoring and reporting on service desk performance and SLA compliance and implementing continuous improvement initiatives. Scoping and initiating project works that will include on-boarding new customers and Office 365 migrations and coordinating with internal and external stakeholders. Working closely with Director To be successful in this role, you will need: Experience in IT service desk management or a similar role. A relevant IT qualification or certification, such as ITIL, CompTIA, or Microsoft. (desirable) Excellent communication, interpersonal, and leadership skills. A customer-focused and problem-solving attitude.