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IT Support Engineer /1st/2nd Line Support Engineer /IT Helpdesk

Posted on Jul 17, 2019 by CV-Library

London, United Kingdom
Immediate Start
£25k - £30k Annual
Job Title: 1st / 2nd line Helpdesk Engineer

Location: London

Salary: £25,000 - £30,000 per annum

Job Type: Full Time, Permanent

Established for 10 years, and with an extremely high customer retention rate, the Company has implemented and supported wide-ranging solutions, with a positive impact, to hundreds of businesses and individuals.

Their mission is to become a market leading MSP and Consultancy in London.

Based at the heart of Mayfair, they are a close-knit team, and runs like a family business. The founder feels that this is the cornerstone of this growing and thriving operation.

They are looking for an experienced 1st / 2nd line Helpdesk Engineer with 3rd line capabilities.

The Role:

* In order to be suitable for this role you must have demonstrable expertise and passion in providing 1st and 2nd line support in a Windows and Mac environment, with 3rd line incline

* You will be responsible for providing a proactive remote support service for all user issues, in-house repairs and expected to travel to their London client's offices for emergencies or booked site visits

* Customer service is key in this role as you will be forming a close relationship with the users, as they look after them as family

* You will need to show a willingness to develop and enhance their skillset and fill the gaps they would have at present within the company's services offering as quickly as possible with guided assistance by management team

* Advanced training and growth possibilities exist within the business for the right person to develop their career in IT

Key Responsibilities:

* To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service

* To ensure that all SLA's are met

* To work effectively and productively with 3rd line support and Commercial Team/Account Managers

To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site

* To document all calls on the call logging system

* Produce statistics each month on Helpdesk issues

* To maintain user security on all systems

* Supporting users in the use of Computer equipment by providing necessary training and advice

* To arrange for external support visit whenever problems cannot be resolved in house

* Excellent interpersonal and communication skills and a positive attitude

* Excellent written and spoken English, to 1st language standard

* To live within reasonable commuting distance to the Central London, W1J area

* A full UK driving or motorcycle licence and access to your own vehicle (preferable but not mandatory)

Key Requirements:


* MSP roles experience for 4 years+

* MCP certifications, ideally MCSA

* Ability to work under fast passed environment and be result driven

* Excellent telephone manner

* Windows 7 and MS Server 2008 upwards - Strong knowledge

* Microsoft Active Directory, DNS and DHCP - Strong knowledge

* PC and Mac hardware and OS set-up, configuration and troubleshooting

* Microsoft Office Suite - Experience and strong troubleshooting skills

* Office 365 and G-Suite - Strong Knowledge, administration and user support

* Strong Networking Knowledge and Experience (LAN, WAN, Wi-Fi, Firewalls / Switches / Routers)

* Remote Management and Monitoring Systems skills (Endpoints, Servers, Cloud)

* Sophos Cyber Security products and solutions - Good Knowledge

* Mimecast Email Protection - Good knowledge


* Cyber Security


* VMware / Microsoft Hyper-V

* Microsoft Azure / AWS

* WordPress and SSL certificates

* Linux and Plesk Servers

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: 1st Line Technical Support Advisor, 1st Line Technical Support Analyst, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Support, IT Customer Support Advisor, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, 3rd Line Support Engineer, 3rd Line Support, 3rd Line Support Technician, 3rd Line Helpdesk Engineer, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, 2nd Line Support Technician may also be considered for this role

Reference: 210398761

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