1st Line Engineer

Position: 1 Line Engineer

Location: Abingdon

Salary: £25k-30k

Benefits

• 25+ Days Holiday and rising (plus bank holidays)
• Flexible working (WFH incentives)
• Bupa Cash Plan
• Electric Vehicle Scheme
• Cycle Scheme
• Discounted Gym Membership
• Paid Charity Day
• Car Parking

Come and work for one of the UK's leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. We were also ranked as the Technology Company to Work For in the UK, reflecting our culture, our people, and our commitment to being an employer of choice.

Primary Purpose:

The Tier 1 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion.

Key Responsibilities:

• Being the first point of contact for all incoming support calls, emails, and sessions
• Ensuring all forms of support call are logged in the system and the client is kept updated
• Manage incident and request tickets ensuring established SLAs are met
• Provide support to our entire MSP client base
• Help the Tier 1 with continued business improvements
• Manage the clients' expectations with ongoing tickets
• Inform the Tier 1 Manager of any tickets requiring escalation, to other teams
• Communicate daily to clients with open tickets
• Adhere to all company policies and procedures
• Ensuring that all role related KPI's are met
• Log, manage and resolve MSP client IT issues
• Maintain desktop asset register and configurations
• Undertake any other reasonable duties, as required, to meet the needs of the business

Minimum:

• Ability to learn on your feet
• Experience in supporting Windows 11 and MacOS environments
• Exposure to Microsoft 365 account setup
• Strong Microsoft Office troubleshooting skills - Outlook, Excel, Word, Teams, etc
• Basic computer hardware exposure - desktop & laptop
• Strong communication skills
• Excellent troubleshooting and problem resolution skills
• Excellent client service
• Positive attitude to work
• Strive to continuous improvement
• Able to work independently under pressure
• Minimum of 1-year IT experience

Desirable:

• Certification in any of the following technologies
• o Windows Desktop
• o Mac OS
• o Microsoft 365 (MS-900)
• o Azure (AZ-900)
• Driving license and own transport
• Comptia A+
• Comptia N+
• Microsoft MTA or equivalent
• MSP Experience (advantageous)

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.