1st Line Support Engineer - VR/29855

Become a 1st Line Engineer on a full-time, permanent basis with an IT service company. This presents an exciting opportunity to engage in hybrid work, involving 4 days of remote work and 1 day a week dedicated to assisting a client in Aberdeen with their 1st line IT needs. Successful candidates should possess MSP experience and have a full driving licence!

Purpose of Job:

You will take a supporting role in the in the management and resolution of customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective Problem Management.

This role will be based 4 days a week remotely as part of the company’s busy service desk, with one day spent onsite with a client in the Aberdeen area.

Main Tasks and Responsibilities:

• Providing a professional and customer-focused service through the life cycle of each ticket; managing customer expectations by keeping customer informed of progress.
• Recording all IT Incidents and requests, ensuring all relevant details are captured in line with service desk standards.
• Prioritising calls accurately in line with the Service Level Agreement (SLA).
• Investigating and diagnosing incidents by providing first line phone support, gathering and analysing information.
• Identifying and resolving a range of technical incidents such as hardware, software, application and networks.
• Liaising with third party suppliers, logging tickets and act as a main point of contact.
• Loging and assigning tickets and monitor workloads for the other service desk team members.

Requirements:

• Proficient in Microsoft Server 2008 – 2016.
• Experience in Exchange, AD Management, and O365.
• Familiarity with Windows 7, 8, 10.
• Apple OS and Apple Mac support.
• Competence in Microsoft Office.
• Knowledge of Backup Technologies.
• Support experience with both laptops and desktops.
• MSP background highly desirable.
• Strong attention to detail.
• Excellent communication skills.
• Proven client service skills.
• Ability to work effectively under pressure.