1st Line Support Engineer / IT Support Technician

Job Title: 1st Line Support Engineer

Location: Guildford

Salary: Competitive, depending on experience

Job Type: Full Time, Permanent

This organisation is a leading Software and Data Services company working within the finance sector and are growing at an exponential rate. As a result of this the internal IT team will be growing to support both the internal users and external client virtual and physical infrastructures. This company have an investment strategy to ensure their infrastructures stay in front of the competition, therefore giving plenty of opportunities to progress and develop your skills. As well as a friendly atmosphere and good working environment they will also invest in you as a person and give you the opportunity to gain additional certifications.

Role Overview:

The IT Support role will provide effective IT assistance across all aspects of the business and will provide back up and support to the IT manager. This will provides exposure to a broad range of IT-related projects and activities.

Key Responsibilities:

• Providing 1st Line support for both client and internal incidents and service requests;
• Acting as the first point of contact for all users of IT;
• Logging all incidents and service requests, categorising and prioritising them;
• Managing the lifecycle of incidents and requests, escalating them as appropriate and closing them when the user is satisfied with the outcome;
• Communicating with users as required, keeping them informed of incident progress, notifying them of impending changes and service outages;
• To be proactive, innovative and to take clear ownership for your areas of responsibility.
• To carry out any other duties within the IT Team as requested by the IT Manager.
• To proactively manage personal development, in order to increase performance levels and provide opportunities for career development.
• Maintaining and supporting desktops, laptops, telephony devices, printers and any other IT hardware and software.
• Liaising with 3rd Parties and suppliers when required.
• Fault finding and complete resolution of faults on all systems and associated hardware/software as required.
• Documenting Infrastructure Systems, configuration and processes in line with ISO 9001, 27001.

Key Skills and experience:

• Installation, Supporting and troubleshooting Microsoft Desktop environments.
• Troubleshooting PC, Laptop and Printer software and hardware.
• Working with Office 365.
• Troubleshooting basic network issues.
• Worked with AD administrative tasks e. account creation, reset password etc
• Excellent communication skills and telephone manner.
• Excellent organisational skills.
• Excellent documentation skills.
• Proactive, Good Analytical and Problems Solving skills.
• Able to work to deadlines.
• Able to manage and prioritise own workload.
• Excellent communication skills.
• Able to work outside office hours and offsite when required

Desirable:

• Mitel Telephone System.
• Mac OS and other Apple devices such as iPhone.
• Understanding of Virtualisation.
• Worked with SysPrep and cloning technology.
• Experience with VoIP telephony systems and infrastructure.
• Experience working with Sophos Enterprise Management Software.
• Academic or professional qualification in IT.

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

Candidates with experience of: 1st Line Technical Support Advisor, 1st Line Technical Support Analyst, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 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 Support, 1st Line Support, IT Customer Support Advisor may also be considered for this role.