1st Line IT Engineer

Job Purpose

To provide remote IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.

Key Tasks And Responsibilities

1. To provide a professional and friendly first point of contact to all customers.
2. To provide proactive IT Support to all customers.
3. To quickly escalate tickets outside of skill set to the next line of technical support ensuring the customer is informed and the escalation Technicians accepts accountability.
4. To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
5. To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
6. To deliver exceptional Customer Service striving to achieve first time resolution.
7. To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
8. To achieve the set Service Desk KPIs and Service Level Agreements.
9. To adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
10. To undertake maintenance tasks for monitored systems.
11. To prepare customer hardware or software ready for project delivery.
12. To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information.
13. To assist with ad hoc project work.
14. To proactively seek feedback on ticket closures to improve customer satisfaction.
15. To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
16. To undertake and assist with any other roles to ensure the smooth running of the business.
17. Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.

Experience, Qualifications, Personal Attributes

1. 1 year experience of providing Service Desk IT support
2. Interest and experience in general IT services, solutions and technology.
3. Understanding of PC’s, servers, email, telephony, backup, Firewalls, switching and routers
4. Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365
5. Knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
6. Positive attitude
7. Hard worker, self-motivated with the ability to work under pressure
8. Strong understanding of general Active Directory and Office365 user management
9. Eager to continually develop technical and customer service skills
10. Excellent communication and people skills
11. Excellent time management skills with the ability to prioritise workload
12. Computer based qualification

Key Relationships

1. All members of the Senior Leadership Team
2. All Technical Staff
3. All Non-Technical Staff
4. All Project Managers
5. All Existing Customers
6. All New Customers
7. All Suppliers and Vendors

Hours of Work

1. 37.5 hours per week
2. Additional hours as required dependent on the needs of the business

What We Offer

1. 25 days annual leave + bank holidays
2. Private Medical via Medicash
3. Pension Scheme
4. Payment for training and professional qualifications
5. Beer Fridge Thursday & Fridays
6. Team socials

Valuing Diversity and Inclusion

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.