Job Description
A leading IT services provider offering computer services to a wide range of SME clients across the country are looking for a Support Engineer to provide remote and telephony based support to their varied customer portfolio.
This role is based in Surrey within a team of engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company.
Main duties:
• Take calls from customer requiring support
• Log support tickets from customers
• Providing technical support to customers
• Providing 1st line technical support
• Ensuring that the Service Level Agreements (SLA) are adhered to at all times
• Taking ownership of an issue up to the point of resolution or escalation
• Responsible for continually updating job notes and customer documentation
• Following helpdesk procedures and policies
• Remaining up to date with the latest technologies and platforms
Experience:
• Microsoft Windows 7-10 – General knowledge, Installation & Troubleshooting skills
• Microsoft Office all recent versions including 365 – General Knowledge
• Microsoft Windows Server 2008, 2012, 2016 – Some knowledge but training will be given
• General knowledge of Internet connectivity ADSL / Routers – Training will be given
• Some Knowledge of Desktop and Server hardware troubleshooting
• Some Knowledge of Antivirus Software, AVG, SOPHOS & Kaspersky would be advantageous
• Some Knowledge of Backup Software would be advantageous
Soft skills:
The ideal 1st Line Support Engineer will ideally have experience of working within a similar role. Possession of any IT qualification including MCP/Comptia A+ would be desirable but not required.