Vacancy – 1st Line Support Engineer.

We are recruiting for a 1st Line Support Engineer to join our IT department in providing desktop/server support internally.

The ideal candidate will have previous helpdesk experience, a good knowledge of Microsoft based operating systems and be able to provide excellent customer service.

This is an ideal opportunity for someone who is looking to progress their career in IT Support, to work in a small and busy team providing you with plenty exposure and opportunity for progression.

Vacancy: 1st Line Support Engineer | Location: London | Posted: 23 May 2018

Key responsibility areas:

  • To provide 1st/2nd line desktop/server support; answering support queries via phone, email and the internal fault logging system.
  • Provide training and support to the Trainee engineers.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To record all faults on the call logging system.
  • Support users in the use of computer equipment by providing necessary training and advice.
  • Respond to enquiries from users and help them to resolve and hardware or software problems.
  • Maintain a log of any software or hardware problems detected.
  • To arrange for external technical support where problems cannot be resolved in house.
  • To escalate more complex issues.
  • Monitor backups and off-site tape storage.
  • Responsible for the implementation of BS ISO / IEC 27001 data security management, whilst upholding the ethos of the standard, associated legislation, Company procedures and policies.

Skills and attributes

  • Previous Helpdesk (telephone support) experience.
  • Excellent telephone manner.
  • Experience of using call logging software.
  • Strong knowledge of Microsoft based operating systems.
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
  • MCDST Qualification.
  • 1st Line server support experience with emphasis on Server 2000/2003/2008, Exchange 2007.

To apply for this role send a covering letter with your CV to HR@redstone.com

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