1st Line Engineer - York - £25K
My industry leading client is seeking a 1st Line Engineer to join a busy Service Desk. The Engineer will be responsible for ensuring users are kept updated and deliver a high level of support and customer service.
Key Responsibilities:
* Responsible for providing excellent customer service and supporting a combination of internal IT systems and issues at remote locations.
* First point of call for colleagues across the business, diagnosing and assisting them with their issues.
* Work as part of a team to resolve incidents and requests within a given SLA.
* Work with our 3rd party support providers to ensure incidents are resolved.
* Liaise with end users to ensure they are kept informed about the progress of their issue.
* Be able to diagnose and resolve common software and hardware issues.
* Work to meet deadlines in an environment where priorities can change quickly.
* Discuss and explain issues with users in a non-technical way where required, to gather the right information to progress their issue.
* The role will also require participation in an out-of-hours on-call rota.
Person Specification:
* Windows operating systems, e.g. 7, 10.
* Experience using/supporting IT Hardware, e.g. Servers, Desktops, Laptops, Printers.
* Use of corporate telephony systems (VoIP).
* Active Directory experience.
* Basic networking experience.
* Thin client and virtualization technologies (VMware, HyperV).
Qualifications/Experience:
* Previous 1st line experience.
* Experience in using Microsoft Office 2016/365 (Word, Excel, Outlook).
* Worked with Service Desk solutions.
* Knowledge of ITIL desirable.
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