Technical Support Engineer

Full Job Description

1st Line Support Engineer - Education Managed IT Support

Are you passionate about leveraging technology to empower organizations and improve their operational efficiency? Do you thrive in a fast-paced environment where collaboration and innovation are key? If so, we want you to join our client's team of leading UK and Irish-wide group IT experts.

Company Overview:

They pride themselves on enabling organizations to work smarter through technology. With a team of over 150 experienced staff across multiple locations, they specialise in providing the best guidance, the best technology, and the best support to help organizations achieve their goals. From cloud services to IT infrastructure support and hosted collaboration solutions, they offer end-to-end independent technology consultancy services.

About the Role:

As an Onsite Engineer, the selected candidate will be representing our client's organisation, supporting our education partner on-site as part of our Education managed IT support provisioning. This role is ideal for individuals with experience in IT support within an MSP environment or internal IT support teams, who are passionate about delivering exemplary customer service.

Responsibilities:

• Managing all incidents and customer requests from receipt to resolution and closure.
• Troubleshooting and diagnosing desktop and system problems, providing remote and in-person assistance within SLAs.
• Responding to user software or hardware queries via ticket, phone, or in person.
• Updating the ticketing system, ensuring all calls are logged and notes are up to date.
• Continuously improving knowledge across various software and hardware technologies.
• Reviewing weekly timesheets and KPI scorecards, assisting in monitoring tasks when required.

Requirements:

• Minimum 1-year experience in an IT support role.
• Experience in a customer service environment.
• Proven experience delivering to SLAs.
• Strong technical troubleshooting skills.
• Excellent interpersonal and communication skills.
• Ability to work independently and take initiative.
• Employment subject to satisfactory enhanced DBS check.

Location :

• 5x Days a Week in Windermere

Salary :

• Up to £28,000 Basic Per Annum (DOE)
• Paid Certifications & Training
• Annual Company Benefits