1st Line Support Engineer

Hays Specialist Recruitment
20000.00 - 25000.00 GBP Annual
04 May 2021
06 May 2021
IT, IT Support
Contract Type
Full Time

Hays IT are recruiting for a 1st Line Support Engineer on a Permanent basis

Your new company

You will be working for a professional services organisation based in Swindon

Your new role

Act as the first point of contact for incoming support requests whether submitted be email or phone
Acknowledge and log all calls received
Proactively manage calls and issues through the HelpDesk logging system through to resolution
Follow a methodical and appropriate diagnostics process to troubleshoot faults and failures and resolve queries
Aim to resolve more than 80% of queries at first point of contact
Identify and escalate more complex queries to [IT Technician], (2nd tier) or when appropriate to the IT Infrastructure Manager (3rd tier)
When escalating queries provide relevant information (error messages, actions previously taken, equipment details etc.)
Create and manage network user accounts and the firm's Active Directory
Create and manage email accounts Create and manage appropriate user groups
Support the use of peripheral devices to ensure continued use of telephones, printers, faxes, photocopiers etc. Assist with creating and maintaining up to date Hardware and Software Asset Registers for each office
Assist with maintenance and update of IT instructions guides and manuals
Assist with communicating and training on IT equipment and developments
Update HelpDesk Analysis on monthly basis and provide recommendations on training and development needs
Carry out routine maintenance on firm's PC and Thin Client fleet, Printers and other equipment as required to ensure optimum operation for users
Add new hardware to the network to include PC and Thin Client images, and deployment of tested images
Support the installation of new software and hardware Education/Experience
Educated to A Level standard. Microsoft Certified Professional.
At Least 1 year in a 1st Line HelpDesk Support role, preferably gained within the Legal sector or other professional services firm OR a qualification in a relevant discipline
Knowledge of desktop PCs, Thin Client PCs, Laptops, Printers, Photocopiers, VOIP Telephony and other peripherals is preferred, as is a basic understanding of networking and infrastructure but not essential


Excellent IT skills; adapts to and understand information systems quickly
Excellent customer service skills
Highly organised and able to multi-task
Good problem solving and analytical capability.
Ability to work well under pressure, prioritise and manage own workload
Good written and verbal communication skills
Ability & willingness to identify problems and address them pragmatically
Ability to work with limited supervision and identify and act on any issues which need to be escalated
Ability to communicate with and interact appropriately and constructively with people at all levels of the business Behaviours/Attitudes
Personable, helpful and polite
A pro-active, motivated and reliable self starter
A team player, who works collaboratively with the team and others, taking pride in the Team's achievements and reputation and building strong working relationships within and beyond the team
Seeks and takes responsibility for personal achievement, improvement and development
Takes accountability for actions and demonstrates a professional, open and "can-do" approach

What you'll get in return

  • You will receive a salary of 20-25K
  • Excellent benefits included
  • Hybrid working pattern

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