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First Line Support Engineer

Job reference - 229

Location - Bristol

Salary - £26,000 - £28,000

Job type - Permanent

Date posted - 28/10/2019

A fantastic opportunity has arisen for an experienced First line support engineer to join a small, yet collaborative team within a forward-thinking organisation. This is an amazing opportunity for an IT support engineer looking to gain experience and exposure to different technologies with the opportunity for career progression in the future.

Salary on offer - £26,000 - £28,000 + Excellent working environment

Location - Bristol

As a First Line support engineer you will have experience with the following;


·Experience of working in a 1st line support or IT Service Desk environment

·Active Directory and Exchange for Administration purposes

·Windows operating systems 7 and 10

·Use of a Service management toolset for call reporting

·Microsoft Office Suites

·Basic understanding of network technologies, and fault finding skills.

·An understanding of PC and laptop hardware architecture.

·Excellent communication skills and able to communicate effectively at all levels

·Enthusiasm and positive commitment in their approach to work.

·Valid driver’s license

Desirable skills for a 1st Line support engineer but this is NOT essential;

·Experience providing support for client computers running Apple Mac OS.

·Experience providing support for mobile devices, such as Apple iOS devices and Microsoft Windows Mobile devices

·Experience providing support for Microsoft Office 365

·Experience providing support for Microsoft Lync/Skype for Business

Key Responsibilities for a 1st Line support engineer

·To provide on-site and telephony IT support 

· Ensure that all service desk contact is progressed within pre-defined timescales, from all channels including phone, walk-ins, email and ITSM portal (ManageEngine).

·Provide a first class customer experience; taking ownership of tickets raised and provide updates as requested.

·Ensure that all incidents and service requests are logged and assigned correctly

·Liaise with Internal IT and 3rd Party providers to ensure effective end-to-end processes and relationships are maintained.

·Ensure that incidents and service requests are resolved in line with the agreed service level agreements.

·Asset Management – maintain all IT assets through their lifecycle from build and issue through to refresh and secure disposal.

·Provide basic fault finding, diagnostics or resolution using appropriate support tools; obtain appropriate levels of detail for escalation onto resolver groups as required.

·Ensure security, access and information governance policies are adhered to.

·Driving growth & innovation:

  • Proactively share knowledge with colleagues and co-workers and produce knowledge base documentation to support shared learning.

  • Contribute to the development and maintenance of processes and procedures

  • Generate and identify ideas and solutions for everyday work problems that contribute to on-going continuous improvement and add value to the customer.

  • Provide IMAC services (Install, Moves, Adds, changes) as the business requires.

So, if you are looking for a new challenge, the opportunity to expand and build on your current skill set whilst earning a good salary, then please apply now for a confidential chat.


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