1st Line Engineer

As a 1st Line engineer, you will be responsible for assisting in 1st Line team in overall operation & support for our customers. This will include supporting our customers with requests and incidents remotely. Additionally, you will be a point of contact for the main Service Desk Team supporting our workshop, Field, 2nd line & 3rd line teams during day-to-day operation. Working as part of a team of seven, you’ll swiftly handle incoming calls to the Service Desk, effectively prioritising tickets to ensure technical queries are resolved quickly and customers remain satisfied.

Job Role Responsibilities

• Handling escalated service requests
• Manage all technical cases effectively, ensuring clients are kept up to date with progress
• Supporting the Technical Team
• Ensuring client requests are handled quickly and efficiently Monitor the progress of any matters assigned to the Technical Team
• Monitor clients’ IT systems via the monitoring software
• Escalate matters in a timely manner if it becomes necessary

Job Requirements

• Self-motivated with a positive attitude
• Excellent communication and organisational skills and a team-oriented mindset
• Ability to work in a dynamic environment where hard work and fun are the key ingredients
• Ability to work as part of a team and display teamwork.
• Can work on own intuitive
• Good written skills on job reporting and documentation

What we offer

• Hybrid Working (3 days in/2 days out, after probation which is 3 months)
• 7am-7pm service operation window, specific hours are rota based.
• £24,000 - £28,000 depending on experience
• Location – close to the centre of Northampton with modern, up to date living space.
• Culture – Social events, Supportive, Fun, Hard working
• Perks – Incentives (holidays, vouchers, lunches, spot prizes)
• Top of the range technology in office and for home working (laptops, screens, etc)
• Subsidised health care/medical benefits
• Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
• Progression Plan – training & mentor programme.

Experience

• Previous experience in an IT helpdesk support role
• Knowledge and experience of various IT systems
• Experience in the following systems and/or applications:
• Microsoft 10 o Microsoft Office o Microsoft Office 365 Platform
• Microsoft Windows Server 2019 and 2022
• Microsoft Exchange Server 2019
• Experience in setting up and supporting of mobile devices
• Excellent customer service skills
• Relevant IT qualifications
• GCSEs in Maths and English or equivalent
• UK driving license.