We are a thriving, vibrant and mature managed technology services provider, offering comprehensive support and infrastructure solutions to a diverse client base of long-standing, sizeable customers with whom we share an intimate relationship. Our mission is to provide first-class Managed Technology services, whilst ensuring the protection and availability of our clients’ corporate data.
1st Line IT Service Desk Engineer
Manchester M1 | £17,000 – £22,000, depending on experience, including bonus scheme and benefits
We promote a culture where dedication and hard work is rewarded, where diligence, trust, loyalty and commitment remain central to our ethos, and where self-discipline and the pursuit of excellence sets us apart from our competition.
We are a “work hard, play hard” and transparent place to work and we encourage all our employees to support and help each other when needed, as well as to have the self-confidence to seize the initiative when necessary.
The 1st Line IT Service Desk Engineer Role:
The main responsibility is providing 1nd line telephone and technical support to a variety of clients, across a range of technologies.
The role is based on taking client phone calls, providing first time resolution where possible and resolving technical support tickets as part of a team on a busy Service Desk, working from our Manchester city centre office. Reporting to the 1st & 2nd Line Team Leader.
+ Provide day to day technical support in an effective and timely manner
+ Management of assigned tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets
+ Work closely with 2nd line Engineer and Escalations Engineers to ensure client tickets are escalated in a timely manner in accordance with client SLAs
+ Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required
+ Provide support and assistance to other Engineers
+ Vendor manage tickets as required, ensuring regular updates provided to client
+ Prioritisation and management of workload to meet contractual SLAs
+ Work as part of a shift rota covering client contracted hours Monday to Friday
Required Job Skills & Experience:
+ Microsoft Desktop, 1-2 years’ experience
+ Administering & supporting Microsoft Windows Server 2008/2012/2016, preferably in a VMWare ESXi environment or HyperV. 1-2 years’ experience
+ Administering & supporting Office365, with hands on experience of user and licence administration. 1-2 years’ experience
+ Administering & supporting Microsoft Exchange 2007/2010/2016. Experience administrating mailbox requests in Exchange. 1-2 years’ experience
+ Networking Experience (routers, switches & firewalls). Understand basic network terminology and basic network configuration. 1-2years’ experience
+ Knowledge of Data Backup Technologies, preferably Veeam. 1-2 years’ experience
+ IT Service Desk Environment. 1-2 years’ experience
+ Apple Mac Support experience
+ Superior Customer Service Skills
+ Able to prioritise and schedule own workload within a fast-paced environment
+ Proactive and positive approach to problem solving and client interaction
+ Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues
Hours of work:
The first line Service Desk currently operate a shift pattern from 07:30 to 18:00 Monday to Friday
Remuneration & Company Benefits:
We offer a number of benefits, following a successful probation period. We offer a fantastic team-working environment geared towards promoting ideas and delivering solutions to our clients. We consistently look to develop and train our staff to provide the best possible support to our clients and therefore providing opportunity for career growth.
+ 17,000 – £22,000, depending on experience.
+ Annual Bonus (subject to performance)
+ Private Medical
+ Group Pension (3% contributor)
+ Life Insurance
+ Annual incentive trip (subject to target achievement)
+ Rewards scheme for top performers
Your Background / Previous Roles May Include:
1st Line IT Support, Junior IT Support, IT Engineer, IT Helpdesk Engineer, IT Service Desk Engineer, Graduate Help Desk Engineer.
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
depending on experience, including bonus scheme and benefits