Overview: An exciting opportunity has arisen with an award-winning IT Managed Service Provider to join as a 1st Line Support Engineer working a late shift. If you thrive in a fast-paced environment and have a passion for IT support, this is the perfect role for you! This position requires working on a shift rota, covering afternoon to late-night hours (e.g., 3:00 PM – 11:00 PM or 4:00 PM – 12:00 AM). The ideal candidate will be dynamic, ambitious, and committed to providing excellent customer service while working within these hours.
Role & Responsibilities:
1. Responding to inbound calls effectively
2. Logging customer issues, queries and requests into the internal ticket management system
3. Providing 1st line Server, Network & Desktop technical support
4. Conducting hardware configurations and software installations
5. Managing and working to internal and customer SLA's, escalating problems when necessary
6. Creating and maintaining infrastructure documentation tailored to individual clients needs
7. Taking proactive end-to-end ownership to resolve issues when they arise
8. Managing client expectations through clear communication
Essential Skills & Experience:
1. 0-2 years’ experience in a similar role
2. Previous experience working for a MSP
3. Active Directory
4. MS Windows
5. Office 365
6. Customer-facing experience
7. Confident working to client Service Level Agreements (SLAs)
8. Experience working in a broader service delivery function
9. Able to confidently support multi-site clients
10. An analytical problem solver who can work autonomously
Package:
Salary up to £30,000
Support with Certifications
Many more excellent benefits
1st Line Support Engineer – Late Shift – Kent – Consultancy - £25,000-£30,000 + Excellent Benefits
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