Experienced First Line IT Support Engineer.
The Company
We provide quality IT support services, IT consultancy for the last 2 decades for companies in and outside of London. We are setting the industry-recognised benchmark for managed IT services within dynamic, 24x7 industries - we became finalists in the prestigious SDI Competition.
Job Overview
We are looking for experienced First Line engineers to join our successful team. As we are expanding at the moment it is going to be fast paced and demanding role, with great career opportunities, first class training and an outstanding team as reward.
The 1st Line Support Engineer role is vital to timely deliver quality technical support to our clients. This requires knowledge of both the software and hardware we support, impeccable communications skills and reliability. The person fulfilling this role must be an ambassador for the company, clients and the team.
Responsibilities

Provide excellent customer experience at all times.
Respond efficiently to support requests coming from all channels.
Accurately classify and log tickets using our internal ticketing system.
Accurately keep tickets up to date, informative and clear on the CSM.
Accurately check in, check out and add time entries to the CSM.
Take time to review user history before attending to any request.
Deal with 1st line assigned tickets, providing assistance over the phone or email.
Escalate as and when required using internal guidelines.
Liaise with partners and third parties companies to resolve client’s issues.
Conduct personal queue and ticket triage
Conduct workshop tasks as assigned by team leader or manager.
Conduct in-house IT support for internal users as and when required.
Conduct onsite work as and when required (such as onsite support, project support/assistance, system deployment, etc.)
Ensure all alerts from our proactive tools are actioned within the agreed SLAs.
Undertake any other duties as requested by the Help Desk Manager, Operations Director or Managing Partners.
Participate in our internal development program (Cardonet University and Technical Forum, etc.)
Attend meetings as required

We are looking for experienced Engineer with at least 2-3 years of experience and a high level and varied range of IT knowledge.

To be considered for the role please apply by filling the online test provided with this advert or on the company website. This is the only way to be considered for the role.