Trainee 1st Line Support Engineer
Whitstable
£16k to £18k
VR/02709R

An excellent opportunity for a Trainee 1st Line Support Engineer to work for a respected IT support MSP in North Kent, with occasional requirement to travel to other sites. You will be working alongside a fantastic team, as part of a centralised Service Desk, acting as the first point of contact for all IT support queries whether it be via phone, email or face to face.
The role of Trainee 1st Line Support Engineer will include logging and managing support requests on the internal Service Desk system, problem diagnosis, work allocation and resolution while working to Service Level Agreements. It requires an excellent understanding of, and commitment to, good customer service, along with a solid understanding of IT.

The Trainee 1st Line Support Engineer role will include being first point of contact on the Helpdesk for customers. Logging tickets into the support system, liaising with the 2nd and 3rd line teams and other departments. Taking detailed descriptions and providing support as your skills progress. Support will be provided through email, tickets generated and telephone contact direct with the customer.

The position of Trainee 1st Line Support Engineer provides the opportunity to move into the IT Support environment with the scope to train and grow within an established MSP.


Key Duties
Provide Support for customers via telephone, email and online tickets
Support, maintain and improve customer service
To utilise and assist with development of technical libraries
Provide accurate and timely diagnosis and rectification of customer faults, where not escalated
Resolve or escalate problems and service requests according to established procedures
Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
Raise, update and close calls on service desk call management system
Escalate call to other 2nd 3rd Line support/external maintenance companies
To understand the escalation procedure and its protocols
To work within current guidelines, protocol and policy
To work closely with 2nd and 3rd line teams

Essential:
Microsoft Windows and Office
Excellent communication skills and telephone manner
Ability to follow procedures and mindful of attention to detail
Able to make progress with minimal supervision
Ability to work consistently in a dynamic and sometimes high-pressure environment
Fluent English
Management of own workload with minimal senior assistance
Eye for detail
Excellent at problem solving
Impeccable customer service
Dynamic thought process

Desirable Technical
Active Directory
Office 365
Exchange Administration
Windows (7/8/10) Administration
Microsoft Office
Hardware (Reloads, builds and hardware problem diagnosis)
Mobile Device Support
Basic Router Configuration
Basic Windows Server
Networking knowledge

The hours of work are 37.5 per week. This is based on a rota, shifts falling between 08:00-18:00, Monday-Friday, plus in addition cover one Weekend day a month as standby (rarely utilised but need to have access to a laptop in case). Applicants must be flexible to work additional hours to fulfil the requirements of the job role.