Job Description

We are looking for an experienced 1st line support technician with at least a year’s experience in an IT support role.

Job Specification

As a 1st Line Support Engineer you will be responsible for:

Providing 1st Line support to users via phone, email and remote sessions as part of a shift rotation (between 7am and 5.30pm)

• Evaluate, assign and maintain 1st line support tickets correctly and respond within the agreed SLA period
• Take ownership of tickets and try to see issues through to conclusion
• Escalate issues in line with guidance
• Document procedures/processes and contribute to the helpdesk knowledgebase
• Proactively monitor systems for any issues affecting Business as usual operations

From a technology perspective you should have exposure to most of the following:

· Windows 10

• Windows Server 2012 upwards
• Active Directory admin
• Microsoft Office 365
• Azure O365 Admin
• O365 e-mail/Teams/MFA
• Hypervisor technologies (VMware/Hyper-V)
• TCP/IP, Routing, VPN setup and troubleshooting
• VOIP phone system