1st Line Service Engineer

Job Location	Bathpool, Taunton
Education	Not Mentioned
Salary	£25,000 - £28,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent , full-time

Job Description

We are seeking a highly motivated, self-sufficient, and technically minded 1st line Service Desk Analyst to join our growing team. Providing 1st line IT support as part of our Service Desk Team at our Taunton Office.As part of the Service Desk Team, you will be providing IT support directly to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. This individual will have the ability to work to setSLAsKey responsibilities:

Act as the first point of contact for customers seeking technical assistance over the phone, email or chat
Qualifying, assigning and documenting the problems raised by customers into service tickets;

Responsible for handling service requests which relate to all technology including; Microsoft 365, workstations, servers, printers, networks, and vendor-specific hardware and software
Provide remote and telephone support for client networks and applications.

Industry Knowledge & Expertise:Experience in a similar role is a must. A minimum of one year in a similar role is essentialExperience of working in an MSP environment is desirableGood knowledge of Windows Desktop Support and Microsoft Office 365 management and administrationYou will have demonstrable experience of working with the following technologies:Microsoft 365 Administration & support. This should include the ability to troubleshoot basic problems and perform basic changesGeneral IT Administration and Support of both Desktop and Servers across Windows, Mac OSX & Mobile operating systemsLAN, Wireless Networking SkillsWorking with service desk tools and the ability to raise and manage ticketsThe ability to work to set SLAsEssential Skills / Experience:Excellent organisation and prioritisation skills that can adapt to changing prioritiesAstute problems solving skills - with the ability to analyse data to reach conclusionsA confident telephone manner and excellent written and verbal communication skillsWell organised and methodical approach to work - most importantly seeing tasks and projects through to completionAbility to remain calm under pressure during challenging timesAbility to develop and maintain strong customer relationshipsExceptional customer service skills including experience of dealing with diverse customer groups.Ability to take a problem outside of their knowledge and aim to resolve or draw on resource to ensure resolutionBenefits:As a company that encourages and builds on a great work/life balance. We have a strong set of core values and work ethic to help a positive work environment.Relaxed, environment, where we value pushing our analysts forward.Career development and training plans for all team members via the Training Academy20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25Your birthday as a holiday each year on top of your holiday allowanceContributory pension schemeWorkwear includedTeam challenges and prizesRegular company social activities£25k-£28k

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