1st Line Support Engineer

Job Description

1st Line Services Desk EngineerSalary is up to 26KBasford – NottinghamshireHours 37.5h ( 8:30am till 5:00pm, 9am till 5:30pm, 9:30am till 6pm)The 1stLine Service Desk is the primary point of contact for Managed Services Customers.Reporting to the Service Desk Team Leader, the Service Desk Engineer (1stLine) supports a wide range of Incidents and Requests relating to mostly Apple but also Microsoft and Android technologies via Telephone, E-mail, and Live Chat.As a Service Desk Engineer you are expected to provide a high standard of customer service, utilising excellent communication skills with a view to diagnosing faults and resolve Incidents first time wherever possible, within the customers contracted ServiceLevel Agreement (SLA).Key Duties

• Managing Incidents and Requests (Cases) in line with Case Management Process and ITIL best practices.
• Ensuring Incidents and Requests are responded to within the customers Service Level Agreement (SLA).
• Provide an effective, professional response to Incidents and Requests in line with Keeping The Customer Informed Process. Ensuring a seamless level of customer service and support is offered throughout the customers supported hours.
• Setting and managing expectations to end users on timescales for next steps on incidents and requests to progress them to resolution.
• Be familiar with following processes, reviewing knowledge articles, online support material and utilising others expertise to provide a 1stTime Fix wherever possible.
• Escalating Incidents and Requests when required to internal resolver groups (2ndand 3rdLine) or external parties, managing/working with all resolver groups through to resolution.
• Contribute to the Service Desk Knowledge Base, submitting articles and highlighting missing/incomplete areas

Skills and Qualities

• Customer Service Skills: Empathise with users, display active listening skills, polite telephone manner.
• Experience managing/handling Incidents, Requests or Cases in an ITSM Toolset such as ServiceNow.
• Experience using Jamf Pro and/or Jamf School using Smart and Static Groups, Deploying Apps, Renewing DEP, VPP and APNS Certificates. Using Policies and Configuration Profiles to any extent would also be desirable.
• Experience troubleshooting macOS and iOS issues at both Hardware and Software levels.
• Experience troubleshooting Windows 10 and 11 issues at both Hardware and Software levels.
• Experience using Active Directory (AD) and Microsoft 365.
• Experience using Backup solutions such as Syncovery and Veeam would be desirable.
• Experience InTune for either User/Group Management, Device Enrolment or Registration would be desirable.

Mandatory Requirements of the job holder

• Work well under pressure, have excellent time management skills and the ability to multitask.
• Strong diagnostic approach, demonstrating attention to detail and affective fault-finding.
• Maintain professional standards of quality of work, personal presentation, and personal conduct, projecting a professional image at all times.
• Punctual, tenacious. Demonstrate perseverance and use of initiative when either working alone or as part of team.

Desirable Certifications of the job holder

• Microsoft MD 100/101
• Microsoft MS 900
• Apple Support Professional/Essentials
• Jamf 100