Role: 1st Line IT Support Engineer
Salary: £16,000-£20,000 per annum depending on experience
Our client are a rapidly growing managed service provider with clients throughout Yorkshire and the East Midlands.
As a 1st Line IT Support Engineer you will be responsible for providing remote support for IT, data, hosting and telecoms networks. This may include providing input to project plans and recommended improvements for a client’s network.
You will be responsible for the proactive maintenance of customers’ networks, making full use of the Remote Monitoring & Management (RMM) systems in place.
You will carry out these works in a professional manner using technical knowledge and experience. You shall be aware that, at the time of contact, the customer may be in a critical system outage situation and calm, consultative communications are required at all times.
The key duties and responsibilities of this position are as follows:
Answer support telephone calls and e-mails directly from the customer and work to a target of first time fix of all issues
Record all works within the companies ticketing system ensuring that regular updates are placed on all assigned open tickets
Prioritise and categorise tickets to provide efficient progression
Ticket ownership end-to-end throughout its life cycle
Escalate issues within the team in a timely manner and log calls with 3rd party companies
Work to the contracted SLA’s, escalating potential failures within the team in a timely manner
Provide recommendations for network/system improvements to the Account Manager
Checking backups and escalating repeat failures to team leader
Proactively identify issues before they arise as well as identifying any recurring tickets (i.e.) problems
Aid in the creation and management of a technical Knowledgebase and work closely within the team to increase technical knowledge and understanding of the business
Achieve operational and quality standards.
The successful candidate:
Ideally, 1 years experience within the IT Industry and previous experience within an IT & Telecoms MSP
You will have knowledge/experience of:
IP Addressing and routing
Working knowledge of virtualisation – preferably using VMware
Proven track record of working on a remote technical support desk
You will have:
Good communication skills/written & verbal
Ability to provide timely and accurate record of works
Ability to organise and prioritise work
Good technical problem solving skills
Ability to work effectively and efficiently alone or as part of a team
Glu Recruit are an equal opportunities employer.