1st Line Support Engineer

Netwirking Ltd are working with a client based in South Tyneside who are looking to hire a 1st Line Support Engineer. Formal and on the job training leading to industry qualifications, e.g. MCSE/CCNA will be offered!

Ideally, the role will be a mix of remote working and days spent in the office in Hebburn.

Key Responsibilities Include:

• Provide professional IT support and troubleshooting to clients via telephone and remote support.
• Accurate recording of time and following Incident management in our Service Management software
• Managing own workload
• Executing live changes to data and software in a controlled and authorized manner via approved change management procedures
• Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
• Working with and establishing relationships with third-party service providers to ensure full end-to-end service provision
• Take responsibility and ownership of incidents and requests and escalating where required to relevant department
• Demonstrate documentation skills (reports, policies, procedures, workflows) as required
• Ad-hoc responsibility to cover RMM Alerts as and when required

Knowledge, Skills, and Experience Required

• At least 1 year of experience working in a IT Support role

• Fault finding and troubleshooting skills are essential

• Good understanding of general Desktop, Microsoft Office, Microsoft 365, and server knowledge

• Good communication skills

• Good documentation skills

• Customer Focused

• Able to work well as part of a team and individually