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1st Line Engineer

1st Line Engineer

Overview:

A technical role with customer service at the heart of everything we do. You will be the first point of contact for
our customers technical issues and requests. Exemplary customer service skills blended with technical ability
will be vital to both your personal success the success of the business. This role predominantly focusses on
break/fix activity of workstation, printer & software across our varied customer base. You will be part of an
End User team working closely with 2nd Line & Remote Site Support engineers. The wider department consists of Cloud & Infrastructure team, a Network & UC team, a SOC and a Customer Delivery team providing excellent career progression opportunities.

Core Responsibilities:

• Log, triage, troubleshoot, diagnose & resolve customers technical queries.
• Escalate to 2nd Line where necessary, with a willingness to develop your skills preventing future escalations
of the same nature.
• Build positive customer relationships through exceptional service.
• Create & maintain documentation on customer estates to aid in future troubleshooting & knowledge.
• Meeting Service Level Agreements & deadlines.
• Providing regular ticket updates ensuring your customer is well informed of progress.
• Support at customer meetings where necessary.
• Identifying improvement activities across customer estates reinforcing ITPS as a value add partner.
• Flexible approach to shift working.
• Any other duties reasonably required by your line manager.

Requirements:

• 1-3 years’ experience in a 1st Line role, within an MSP is highly desirable.
• IT knowledge of:
          • Windows OS (client & server)
          • Active Directory/Entra & Group Policy management
          • Office 365, including Teams & SharePoint administration
          • TCP/IP & network troubleshooting, including VPN
• Excellent customer service & communication skills (written & verbal).
• Ability to own workload & rapidly reprioritise based on incoming customer demand.
• Proactive attitude with a desire to develop professionally.
• Problem solver with a logical approach to troubleshooting faults.
• Qualified in, or working towards, Microsoft or Cisco certifications.

• Log, triage, troubleshoot, diagnose & resolve customers technical queries. 

Apply now

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