1st Line Support Engineer

Salary: £26,000 – £30,000 per year

Cordius is working with a renowned IT MSP based in Derby, Pride Park. They are going through a wave of expansion and are currently looking for 1st Line Support Engineers to join their team.

Location: Derby, Pride Park

Salary: £20,000 – £25,000

Hours: Mon – Fri, 13:00pm – 22:00pm OR Mon, Tues, Wed, Fri, Sat – 12:00pm – 21:00pm

The successful candidate will be responsible for the delivery and coordination of IT services to company’s national and international customers and partners – in return, company will offer excellent development opportunities and provide full training.

Responsibilities:

• Answer client requests via telephone and email
• Maintain a customer focused service though the lifecycle of each ticket by managing customer expectations by keeping customer informed of progress
• Triage and troubleshoot customer issues with first class telephone support, gathering and analysing information to identify and resolve as quickly as possible
• Classify tickets accurately and prioritise In lines with Service Level Agreement
• Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
• Liaise with external support companies and suppliers where necessary
• Update tickets accurately and ensure tasks are progressed through to a satisfactory conclusion

Experience/ Skills:

• Practical experience of technology OR 1 Years’ experience of End User IT Support Experience
• Active Directory Admin skills/ experience
• Azure and SharePoint backend experience
• Outlook troubleshooting – sync Issues and e-mails experience
• Desktop support on Microsoft Windows & Office application stack
• Previous customer service skills
• Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
• Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
• Ability to work as a part of a team and own initiative
• Ability to prioritise tasks and projects
• Accuracy and attention to detail
• Highly motivated, flexible and committed attitude who enjoys working in a fast-paced environment
• Able to understand and follow standard documented processes