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1st Line Support Engineer

Job reference - 390

Location - South East London + Hybrid working

Job type - Permanent

Salary - £25,770 + £1000 on-call allowance (currently only required to be on-call 1 in 11 weeks).

Working Hours - Mon - Fri (09:00 - 17:30)

A fantastic opportunity has become available for a 1st Line Support Engineer to join a rapidly growing business, based in London.

This role offers hybrid working but you will need to be based within commuting distance of SE10 London.

Key skills required for a 1st Line Support Engineer:

  • Experience working on a service desk

  • Proficient with Office 365, Azure, Active directory, MS Teams, SharePoint.

  • Working knowledge of computer hardware, networking and ideally cyber security

  • Knowledge of how to efficiently manage ticket queues, SLAs and escalations.

  • To be able to speak confidently to both technical and non-technical business users and turn customer issues into satisfactory resolutions. Going above and beyond will be key to succeed in this role.

  • Strong analytical and problem solving skills with the ability to think creatively as well as logically for prompt resolutions.

  • Strong written and verbal communication as well as interpersonal skills, with a proven track record of delivering high quality customer service

  • Takes ownership of incidents, tasks or objectives using initiative to drive them to a conclusion.

Key responsibilities for a 1st Line Support Engineer:

  • Managing incoming tickets, triaging and prioritising as appropriate, providing the customer with a first class experience

  • Ensuring you are supporting users in accordance to service level agreements and communicating key updates

  • Helping to maintain and ensure the quality of all documentation, processes and knowledge base articles relating to the service desk support

  • Attending daily Scrum meetings to highlight any support issues with the IT Operations team.

  • Managing the on-boarding & off-boarding of users

So, if you are an IT support engineer looking to join a supportive organisation where everyone helps each other to learn and develop skills, then please apply now.


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