First Line Support

Role: 1st Line Support Engineer

Location: Exeter (Remote Working)

Salary: £24,000 per year

Company: MSP (Managed Service Provider)

Organization Overview

Our company has grown over the last 15 years to become one of the leading hosting providers in the UK, with a customer base of over 900 companies that utilize our hosted solutions. We are currently seeking a 1st Line Support Engineer to join our busy Helpdesk Team and support our customers' applications and virtual environments.

Key Responsibilities

• Technical Issue Resolution: Investigate, troubleshoot, and log technical issues.
• Customer Support: Respond to IT issues and resolve them promptly, ensuring minimal disruption to customers.
• Account Management: Create and set up new user accounts, manage password resets, and perform other account changes.
• System Monitoring: Monitor systems to ensure optimal customer experience and perform proactive maintenance using our in-house monitoring system.
• Helpdesk Management: Answer incoming calls to the helpdesk and escalate issues to the appropriate team as necessary.

Qualifications

• Problem Solving & People Skills: Strong interpersonal skills and a knack for solving technical problems.
• Composure Under Pressure: Ability to maintain composure and customer focus while troubleshooting.
• Team Collaboration: Proven success in team environments, demonstrating shared responsibility and accountability with other team members.
• IT Security Knowledge: Understanding the importance of IT security and adhering to policies and processes.
• Experience: At least 1 year of IT support experience.

Key Technical Requirements

• Windows Server including Active Directory.
• Microsoft Office Applications including Outlook.
• Antivirus Experience or troubleshooting.
• Basic Networking including DNS.
• Desktop Support including printers.

Bonus Experience

• SQL: Basic understanding of backups and restores.
• SaaS Environments: Experience with Office365.
• Virtual Environments: Familiarity with Hyper-V.
• Accounting Applications: Knowledge of Sage, IRIS, Digita, and CCH.

Additional Information

• Job Type: Full-time, Permanent
• Holidays: 22 days per year plus bank holidays, with an additional 2 days per year (maximum of 28 days)
• Benefits:
• Additional leave on birthday
• Company events
• Company pension
• Sick pay
• Wellness program
• Work from home
• Schedule: 8-hour shift
• Experience: 1 year of IT support experience required