A fantastic opportunity has become available for a 1st Line Engineer to join the team within our Network Operations Centre. As a 1st Line Engineer you will be the first point of contact for customers raising support tickets, mainly via telephone or email. You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreements. You will also provide support and administration for a variety of technologies.
Your responsibilities as a 1st Line Engineer will be:
* Provide 1st / 2nd Line support to clients via phone, email and remote sessions as part of a shift rotation.
* Maintain 1st line support tickets correctly and keep the customer updated with progress every day.
* Monitor 1st line support ticket queue ensuring incidents are actioned before SLA.
* Develop existing customer relationships and build a rapport with new clients.
* Flag high priority / urgent issues to the 1st Line Team Leader.
* Perform proactive maintenance using our in-house monitoring system.
* Document procedures/processes and contribute to the knowledgebase.
* Follow IT procedures e.g. ITIL and strictly comply with our policies.
* Consult with 2nd line team as required to resolve incidents and develop individual skillset.
About you:
* Proven experience of supporting existing desktop/server infrastructures and must have experience of working in a busy helpdesk environment.
* Exceptional customer service and communication skills (both written and verbal).
* Fault analysis, management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers as well as meeting the contracted SLA.
Relevant experience with the technologies listed below:
* Windows Server 2012, 2016 & 2022.
* Windows 10 & 11 Operations Systems.
* Desktops, Laptops & Mobile Devices.
* Exchange and/or Microsoft Office 365, Intune.
* Active Directory, DHCP, DNS, Group Policy, WDS and WSUS.
* Hypervisor technologies (VMware ESXi / Microsoft Hyper-V).
* TCP/IP, Routing, VPN and Firewall configuration (Sophos & Fortigate).
* Backup Technologies (Veeam Backup and Replication, Barracuda).
* Antivirus Software (Sophos).
* Email filtering solutions.
* Corporate wireless systems (Aruba).
* Citrix XenApp and XenDesktop.
* SAN storage technologies.
Benefits:
* A base salary of up to £26,000 per annum.
* An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs.
* Hybrid working structure with the flexibility to work from home for part of the week.
* A generous holiday allowance of 25 days plus bank holidays, which increases with length of service.
* An enhanced family leave package to support you and your growing family.
* Life Insurance that offers a payment equivalent to four times your annual salary.
* Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy.
* We have partnered with Charles Cameron to offer free mortgage advice and education services to all of our employees.
* Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more.
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