1st/ 2nd Line Technical Support Engineer/ IT Support Technician

Job Title: 1st Line Technical Support Engineer

Location: Watford

Salary: £20,000 - £24,000 per annum (depending on experience)

JOB ROLE:

The Company is a rapidly growing MSP tech firm offering an extensive range of IT solutions and consultancy to businesses globally. Specialising in cloud hosted services supported, their people have in depth knowledge of the IT software and hardware they support and the services they offer. They are now recruiting for a Technical Support Engineer to join their expanding technical support team.

RESPONSIBILITIES WILL INCLUDE:

• Log and prioritise all customer calls
• Provide 1st/2nd line technical support; answering support queries via phone and email.
• Diagnose and resolve hardware, software and peripheral technical issues to customer's satisfaction
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be proactive when dealing with user issues
• Escalate more complex calls to the relevant IT Support member
• Update logged calls and advise customers of the progress of their query
• Check support emails to ensure that they are logged and dealt with
• Check customer back-ups have been done
• Check and resolve any failed back ups
• Ensure everything is up to date by the end of the day
• Provide on-site assistance as required and if applicable complete all relevant associated paperwork.
• Undertake assignments as requested by Service Admin team to ensure all customers' requirements are met.

KEY SKILLS AND MUST HAVE REQUIREMENTS:

• Microsoft Windows Server including: Active Directory - - Basic password resets, account creations and knowledge of Group Policy.
• File server - adding and removing user's permission on folders. Mapping drives.
• Exchange - Adding and removing user's mailboxes. Creating distribution groups.
• Office 365 Admin experience.
• Print Servers - Adding and removing printers. Clearing print spoolers.
• Desktop troubleshooting in Windows 7 - 10 environment. - Office suite troubleshooting VPN connection Anti-Virus
• Knowledge of tape and online backup utilities.
• Understanding of Networking and Virtualisation Technologies.
• Excellent written and oral communication skills.
• Ability to work well individually and as part of a team.

THE SUCCESSFUL CANDIDATE WILL POSSESS:

• The ability to deliver high levels of customer service at all times and a willingness to do whatever is required to achieve this
• Commercial awareness and business acumen
• Self-motivation with strong problem solving skills
• The ability to work pro-actively on their own initiative and prioritise their work
• Excellent team working skills to become an integral part of the Company team
• Strong, confident communication skills and be able to deal with both non-technical and technical audiences equally well.

Based in modern offices in central Watford, the company offers a competitive salary and benefits package including healthcare and life insurance plus they work in an open plan environment and have a relaxation/break area with pool table, air hockey, table tennis and PlayStation. There is extensive potential for career development.

NB Only candidates with the relevant experience and who live within 30 minute travel time to the office will be considered and responded accordingly.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of: IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Support, Windows XP, Windows 7, Windows 8, Windows Server, Windows10, Networking, Office365, DNS/DHCP may also be considered for this role.