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  • 1st Line IT Support Engineer - City of London - Gold Group Ltd

    Gold Group Ltd
    Gold Group Ltd City of London

    2 months ago

    Description
    1st Line Support Engineer
    Up to £28,000 DOE
    London


    I am recruiting in London for a 1st Line Support Engineer for a award winning IT Managed Service Provider (MSP).

    You must have 1-2 years experience within an IT Support role within an IT MSP, along with either AZ-900 or SC-900


    As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.


    1st Line Support Engineer
    Benefits:

    Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
    Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)

    Benefits:
    Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays

    Exams towards certifications relevant for your role fully paid for by my client

    1st Line Support Engineer Experience:
    MSP background
    1-2 years proven experience in an IT support role
    Experience of working to an ITIL framework in a service desk capacity
    Microsoft Windows Server
    Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
    Active Directory Management
    Windows 10, 11 Operating System Support
    Apple OS and Apple Mac support experience
    Microsoft Office Suite
    Backup Technologies such as DATTO, Acronis
    Laptop/desktop and thin client support

    Personal Skills:
    Highly Motivated
    Can do attitude
    Attention to detail
    Excellent communication
    Proven client service skills
    Ability to work under pressure
    Willingness to work flexibly as required
    Good telephone etiquette

    1st Line Support Engineer Responsibilities:


    Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.

    Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
    Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).

    Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.

    Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
    Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
    Log and assign tickets and monitor workloads for the other Service Desk team members.

    Services advertised by Gold Group are those of an Agency and/or an Employment Business.
    We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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