1st Line Support Engineer - 12 Month FTC

1st Line Support Engineer - 12 Month FTC 
Bristol, UK 
 
About Us 
 
Withers & Rogers is an international intellectual property firm that provides specialist advice and support to brand owners across a variety of industries including luxury goods and fashion, food and drink, and cosmetics. 
 
The firm’s supportive and high-functioning IT department are seeking a 1st Line Support Engineer for a 12 month fixed term contract to help the team provide a first-rate service to our busy intellectual property firm with around 200 users. 
 
Your Role 
 
As a 1st Line Support Engineer, you’ll provide helpdesk support, complete PC builds and other general IT duties as required by the business.  
 
You will act as first point of contact for Helpdesk calls, emails and alerts, making sure to log  calls promptly, and add progress notes to all call logs. 
 
Additionally, you will: 
 
- Assess the complexity of an issue and deal with it yourself or escalate it when required 
- Monitor the call queue to ensure issues/problems are addressed in a timely manner 
- Communicate with users on the status of Helpdesk calls 
- Proactively manage problem calls through to completion in a timely manner 
- Troubleshoot to help resolve issues 
- Research solutions to problems and document them on the Knowledge Base for future reference 
- Setting up and maintaining user accounts on systems 
- Providing occasional on-site support at other offices to resolve issues 
- Co-ordinate the process of setting up new employees with all necessary IT equipment and system access 
 
About You 
 
To join us as a 1st Line Support Engineer, you will need: 
 
- Experience of at least one year in an IT Helpdesk environment 
- Good working knowledge of Microsoft Windows operating systems, including Windows 10 
- Experience with Office 2016 and the Office 365 applications and environment 
- Basic understanding of Windows Server and Active Directory 
- Solid knowledge of basic network operation including TCP/IP, DNS and DHCP 
- Understanding of desktop, laptop and printer troubleshooting 
- The ability to provide remote end user support via remote control tools 
- The confidence to take users through a series of actions, either face-to-face, over the telephone or remotely, to help set up systems or resolve issues 
 
Your Rewards 
 
- Competitive salary 
- Flexible working options 
- Pension plan with employer and employee contributions 
- Healthcare scheme 
- Give as you earn scheme 
- Group life assurance
- Employee assistance programme and plenty of wellbeing support 
 
We foster a supportive and inclusive culture where employees are encouraged to broaden their knowledge, challenge themselves and share their ideas. 
 
Applications will be reviewed as they come in so early applications are encouraged. 
 
So, if you’re seeking your next challenge as a 1st Line Support Engineer, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.