As a 1st Line Support Engineer you will be helping staff with IT issues and help requests as and when they arise. This will include receiving, prioritising, documenting and resolving help requests and escalating incidents where it is deemed appropriate and necessary to do so. Day-to-day work may include using diagnostic and help request tracking tools to help with requests, and will also involve giving IT users in-person, hands-on help at desktop level.

We are recruiting for an experienced 1st Line Support Engineer to join us in Head Office in Measham. This is a temporary 6 month contract with the possibility of extension to a permanent contract. In this role you will be working closely with colleagues in the IT department, end users and suppliers of IT services and solutions. You will build a rapport with service desk customers while obtaining details of problems, and perform hands-on fixes at the desktop level, while recording, tracking and documenting the service desk request problem-solving process. You will also identify and familiarise yourself with appropriate hardware and software used by the organisation.

You’ll be working for one of the largest privately-owned housebuilding groups in the UK – and you will be a part of a family owned business where we value you, your contribution, and your ideas.

MAIN DUTIES

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue as well as regular updates.
• Build rapport and elicit problem details from service desk customers.
• Prioritise incidents, service requests and problems and escalate (when required) to the appropriately experienced engineer.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organisation.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Reinforce and adhere to timescales to manage end-user expectations.
• Attending meetings that may be necessary in the performance of your duties.
• Complying with and uphold company policies and procedures.
• Undertaking any additional tasks as may reasonably be required from time to time.
• Maintaining all health and safety aspects associated with Covid-19.

ESSENTIAL SKILLS / ATTRIBUTES  

• Previous experience in a similar role as a 1st Line Support.
• Experience with desktop operating systems, including Windows 7, Windows 10.
• Working understanding of Active Directory and Microsoft 365.
• Qualification in Microsoft Technical Associate (MTA).
• Proven written and verbal communication skills.
• Proven analytical and problem-solving abilities.
• Knowledge of computing hardware, including PCs and laptops.

COMPANY BENEFITS

• Scottish Widows Pension Scheme
• 33 days holiday entitlement (including bank holidays)
• Group Staff Discount at Triumph Motorcycles ltd.
• Competitive discount on our homes (dependent upon the property and location)

If you feel this vacancy could be your new career path, click 'apply now' to forward an up-to-date copy of your CV.