Job description Overview We are seeking a dedicated and knowledgeable 1st Line Support Engineer to join our dynamic IT support team.
The ideal candidate will be responsible for providing exceptional customer service and technical assistance to our users, ensuring that all IT-related issues are resolved efficiently and effectively.
This role is crucial in maintaining the smooth operation of our IT systems and supporting our staff in their daily activities.
Duties Respond to incoming support requests via phone, email, and help desk tickets, ensuring timely resolution of issues.
Provide first-line support for various operating systems including Windows and Mac OS.
Troubleshoot and resolve issues related to VPN connectivity, firewalls, and other network-related problems.
Assist users with software installations and configurations using tools such as SCCM.
Maintain accurate records of support requests in Jira, documenting all interactions and resolutions.
Collaborate with other IT teams to escalate complex issues when necessary.
Ensure a high level of customer service by communicating effectively with users throughout the support process.
Conduct routine checks on systems to ensure optimal performance and security.
Experience Proven experience in an IT support or help desk role is essential.
Strong understanding of operating systems (Windows and Mac OS) and common software applications.
Familiarity with VPNs, firewalls, and network troubleshooting techniques is highly desirable.
Experience using ticketing systems.
Excellent customer service skills with the ability to communicate technical information clearly to non-technical users.
A proactive attitude towards problem-solving and a willingness to learn new technologies.
This position offers an exciting opportunity for individuals looking to advance their careers in IT support while contributing to a collaborative team environment.
Job Type: Full-time Pay: £23,810.00-£24,206.00 per year Benefits: Company pension On-site parking Schedule: Monday to Friday Education: GCSE or equivalent (preferred) Experience: Technical support: 1 year (required) Customer service: 1 year (required) Work Location: In person