Job Description1st Line Support Engineer – Kent – Consultancy - £22,000-£28,000 + Excellent Benefits
Overview:
An exciting opportunity has emerged to join a prestigious, award-winning IT Managed Service Provider as a 1st Line Support Engineer. This role is ideal for a dynamic and ambitious individual looking to advance their IT career. The successful candidate will take pride in delivering exceptional service and technical expertise, thriving in a fast-paced environment where meeting tight deadlines and providing outstanding customer support is essential.
Key Responsibilities:
- Effectively respond to inbound customer calls and provide first-line technical support.
- Log and manage customer issues, queries, and requests through the internal ticketing system.
- Provide technical support for servers, networks, and desktops at a 1st line level.
- Conduct hardware configurations and software installations.
- Ensure timely issue resolution while adhering to internal and customer Service Level Agreements (SLAs), escalating when necessary.
- Create and maintain tailored infrastructure documentation for individual clients.
- Take proactive ownership to resolve client issues from start to finish.
- Communicate effectively with clients to manage expectations and ensure high levels of satisfaction.
Essential Skills & Experience:
- 0-3 years’ experience in a similar role, ideally within an IT Managed Service Provider (MSP).
- Proficiency in Microsoft 365 administration and Active Directory.
- Hands-on experience with MS Windows and Office 365 suite.
- Strong customer-facing skills and the ability to communicate technical issues clearly.
- Confidence in working within SLAs and supporting multi-site clients.
- An analytical, self-motivated problem solver who can work autonomously.
- Previous exposure to a broader IT service delivery environment is advantageous.
Package & Benefits:
- Competitive salary up to £28,000, based on experience.
- Exam success reward to encourage professional growth.
- A range of other excellent benefits designed to support your career progression.