1st Line Support Engineer

Job Description

SummaryWe are recruiting for dynamic and flexible engineers to provide to provide 1st line technical support and deliver a high level of customer service to our customers on Davies Group supported devices, computer applications and platforms. Including diagnosinghardware/software faults and solving technical problems, either over the Davies Group ltd IT Portal, E-Mail, and Phone.Working Hours & Location40 hours per week, shifts between the hours of 7:30am - 6pm1 position at Stoke.Duties and Responsibilities:

• To provide 1st line technical support, answering support queries via the Davies Group ltd IT Portal, E-mail and Telephone
• To support Customers remotely.
• Experience of working as part of a team in a Service Desk environment, using relevant support tools with a strong customer focus
• Adhere to all service management principles.
• The ability to think logically, meet deadlines and effectively prioritise workload according to the needs of the customers and SLAs.
• Excellent listening and questioning skills combined with the ability to interact confidently with stakeholders and employees to establish what the problem is and explain the solution to a non-technical audience.
• To triage all calls/tickets, log and maintain on the ITSM tool in a timely manner.
• Respond to requests for technical assistance & service requests, resolve issues and keeping customer informed of progress.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• Carry out daily client systems checks, reporting to IT Manager where necessary.
• Continue to develop technical skills and broaden technical knowledge relevant to the supported systems.
• Be responsible for in-house system back-ups.
• Share best practice and promote innovation.
• Promote continuous improvement mindset across all areas of Group IT.
• Share knowledge with Team members to bolster the IT Servicedesk overall knowledge.

All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements.Skills & Experience Required:

• Previous 1st line support experience for software and hardware fault resolution.
• Excellent communication and customer service skills.
• VMware experience beneficial but not essential.
• Strong working knowledge of Microsoft based operating systems.
• Unified comms platforms e.g. Teams, Skype for Business.
• Active Directory and Exchange Server Administration.
• MS Office and O365
• Good working knowledge of LAN/WAN principals and TCP/IP protocols.
• Understanding of PC hardware diagnosis, set-up and configuration.
• A professional IT qualification (desirable) e.g. ITIL Foundation, Microsoft MCP Hands on approach and a willingness to learn.
• Experience of working within regulated businesses.
• Full Driving Licence and access to own transport.
• Generic printers and MFDs.
• Good experience of using, configuring and troubleshooting mobile devices including telephony
• Experience of working within regulated businesses.
• Full Driving Licence and access to own transport.
• Generic printers and MFDs.
• Good experience of using, configuring and troubleshooting mobile devices including telephony

Who are Davies GroupA specialist professional services and technology firm working in partnership with leading insurance, highly regulated and global businesses, with a global team of more than 4,000 professionals operating across the UK, Ireland, the US, Canada & Bermuda.Rewards and RecognitionWe embrace innovation and run an annual competition available for all colleagues to submit their ideas. 2021s top 10 finalists will travel to Nashville in Tennessee, USA where they will pitch their ideas to our investors, HGGC. The winner will receive fundingto bring their idea to life, as well as rewards for the runners up, some of our colleagues have moved across into brand new positions to further develop their ideas/projects!Other benefits include:

• Headspace membership - teaching mindfulness, meditation and wellbeing,
• Leadership, training & support for professional qualifications.
• Development programmes & institute memberships.
• Employee Assistance Programme.
• A number of discounts - short term car insurance, the Guardian newspaper, National Tyre & Autocentre and more

Are you a Davies PersonAll Davies Group employees need to be able to demonstrate our Big IDEA; Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.