1st Line Engineer

1st Line Engineer - York - £25K

My industry leading client is seeking a 1st Line Engineer to join a busy Service Desk. The Engineer will be responsible for ensuring users are kept updated & deliver a high level of support & customer service.

Key Responsibilities:

• Responsible for providing excellent customer service and supporting a combination of internal IT systems & issues at remote locations.
• First point of call for colleagues across the business, diagnosing and assisting them with their issues.
• Work as part of a team to resolve incidents and requests within a given SLA.
• Work with our 3rd party support providers to ensure incidents are resolved.
• Liaise with end users to ensure they are kept informed about the progress of their issue.
• Be able to diagnose and resolve common software & hardware issues.
• Work to meet deadlines in an environment where priorities can change quickly.
• Discuss and explain issues with users in a non-technical way where required, to gather the right information to progress their issue
• The role will also require participation in an out-of hours on-call rota.

Person Specification

• Windows operating systems, eg 7, 10.
• Experience using/supporting IT Hardware, eg Servers, Desktops, Laptops, Printers.
• Use of corporate telephony systems (VoIP).
• Active Directory experience.
• Basic networking experience.
• Thin Client and virtualization technologies (VMware, HyperV).

Qualifications/Experience

• Previous 1st line experience.
• Experience in using Microsoft Office 2016/365 (Word, Excel, Outlook).
• Worked with Service Desk solutions.
• Knowledge of ITIL desirable.

1st Line Engineer - York - £25K