1st Line Support Engineer

Location: Epsom

Hours: Monday to Friday from 8am-6pm. Working 1 Saturday every 6 from 8am-1pm

To be the primary point of contact for computer users at our customer site in Epsom. To perform timely and accurate recording and troubleshooting of incidents and when possible the resolution of any incidents raised by the end user.

Duties and Responsibilities:

• To act as the communication channel between the end user and other systems service and support areas.
• To record and resolve IT issues achieving the agreed first line fix target, and escalating to specialist hardware and software support teams where appropriate.
• To manage issues raised to ensure regular communication with end users and timely issue resolution is carried out.
• To work on service requests and tasks adhering to agreed time scales, SLA's and quality standards.
• To participate in root cause analysis as appropriate.
• To act as the face of systems support for both the internal and Centre network customer and manage all service related communication and updates.
• To support small and medium sized projects driven by internal business requirements.
• To proactively propose areas of focus for service improvement initiatives and take ownership of identifying appropriate solutions and/or processes and procedures.
• To participate in daily stand-ups and other service related meetings as required.

Software skills and knowledge required:

• Excellent interpersonal skills to instil the user with confidence in Systems Support
• Experience on a busy Help Desk or IS Call Centre using an ITSM tool (such as Service Now)
• Knowledge of MS Office 365, Office applications, Windows 10, Active Directory /Exchange Management, Remote tools, VOIP Telephony, Printers, PCs and mobile devices (iPhone/iPAD) configuration and support,
• Excellent written, oral and communication skills, including telephone communication skills,
• Excellent troubleshooting skills
• Experience of creating and maintaining all types of documentation applicable to role
• Experience of maintaining accurate records
• Good workload management and prioritisation skills
• Team player

Desirable skills:

• Experience of working in an ITIL, aligned Help Desk team and adhering to processes and procedures to ensure consistent high-quality services.
• Networking technology
• MS Windows Server