OVERVIEW
At Iconology Ltd, we are a leading Managed Service Provider (MSP) based in Kent, dedicated to delivering exceptional IT solutions and support to our diverse client base. We believe in fostering a culture of learning, collaboration, and growth, where every team member has the opportunity to excel and contribute to our shared success.
As a 1st Line Engineer, you will be a vital part of our mission to provide top-notch technical support, proactive maintenance, and innovative solutions to our valued customers. Working closely with our experienced team, you will have the opportunity to apply your technical skills and contribute to our customers' success in a dynamic and supportive environment.
We value teamwork, empathy, passion, and continuous learning. Our team is committed to going above and beyond to meet our customers' needs and provide them with the best possible solutions. As a 1st Line Engineer, you will play a crucial role in maintaining our customers' IT systems and ensuring their smooth operation.
Additionally, we strongly believe in recognising and rewarding our employees' dedication and contributions. As we continue to expand our business, there will be ample opportunities for career progression and taking on key roles within our organisation.
If you are passionate about technology, eager to provide technical support, and thrive in a collaborative and fast-paced environment, we invite you to join our team and be part of our exciting journey.
Please note that the responsibilities, skills, and requirements for this position are outlined in the sections below.

RESPONSIBILITIES
• Work collaboratively as part of a team to provide exceptional technical support for customers' existing hardware and software installations, embodying our value of teamwork.
• Demonstrate empathy by actively listening to customers' concerns, understanding their needs, and providing timely and effective solutions.
• Answer customer inquiries and support requests, log incidents, and diligently work on them until resolution, ensuring high customer satisfaction.
• Assist in the setup and configuration of hardware, including routers, switches, servers, PCs, and laptops, demonstrating a passion for helping people improve through technology.
• Install, configure, and support desktop operating systems and provide basic support for cloud service applications.
• Respond to alerts and proactively address issues to minimize downtime for our customers.
• Collaborate with senior team members to troubleshoot and resolve technical issues, contributing to the team's growth.
• Maintain accurate IT documentation and suggest improvements to enhance operational efficiency.
• Follow established IT processes and procedures while actively suggesting improvements to enhance service delivery.
• Contribute to the implementation of IT security measures and adhere to data protection guidelines.
• Provide excellent customer service, practice empathy, and maintain a professional and friendly attitude.
• Assist the team to manage workload effectively to ensure a positive customer experience.
• As part of your role within the company, you will be responsible for representing and promoting the company as directed by the senior leadership team, while maintaining a high level of professionalism. This may involve creating blog content for the company's website, for which you will receive specific instructions and topics, along with the expected frequency of such contributions.
• Engage in continuous learning and mandatory safety training to enhance your skills, maintain proficiency in your role, and further your professional development in line with our commitment to education and growth.
• Additionally, you may be requested to represent the company at networking events, exhibits, or other work-related gatherings. In these instances, we expect you to conduct yourself in a manner that aligns with the company's values and your role within it.

SKILLS TO GAIN & REQUIREMENTS
• Strong passion for technology and a genuine desire to learn and grow in the IT field.
• Basic understanding of computer hardware, software, and operating systems.
• Familiarity with desktop operating systems such as Windows and macOS.
• Basic knowledge of server applications.
• Basic knowledge of cloud platforms is a plus.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively in a team environment, along with supporting Junior and Apprentice staff members, sharing knowledge and upskilling them, as well as working closely with them on workflows and projects to ensure high standards are maintained.
• Good time management skills.
• Attention to detail and commitment to maintaining accurate documentation.
• Ability to adapt to new technologies and learn quickly.
• Clean driver's license and access to a vehicle for occasional travel to client sites.

BENFICIAL SKILLS
• Understanding of networking principles and protocols.
• Familiarity with virtualisation technologies.
• Experience with cloud platforms.
• Relevant certifications or technical qualifications.
• Previous experience in a technical support role.
• Ability to learn new technologies independently and apply them effectively.

OTHER INFORMATION
Lastly, we encourage our staff to play further key roles in our ongoing expansion as we build our business, as such there will be plenty of opportunities to progress your career within the company.
• Full-time position based at our office in Kent.
• May require occasional travel to client sites.
• Flexible working hours to accommodate client needs and deadlines.
• Competitive salary and opportunities for professional development and training.
• Collaborative and inclusive work environment.
• Equal opportunity employer.
• Opportunities for career progression within the company.