1st Line Support Engineer

1st Line Support Engineer

1st Line Support Engineer required by a successful IT Managed Service Provider in the Leeds area, supporting clients throughout the UK. This role would be ideal for a 1st Line Support Engineer who have extensive experience to easily step up to 2nd Line Support Engineer. As the 1st Line Support Engineer, you will be providing 1st and 2nd Line diagnosis, resolution and remote technical support to a wide and varied client base, maintaining a high level of communication and customer services at all times.

The successful 1st Line Support Engineer will have a robust knowledge of how to troubleshoot and resolve hardware and software related issues and if you have experience of working within managed service environment that would be a plus. A major benefit of this role is the fully funded, certified training the company is proud to offer to assist you career development.

Some of the main duties of the 1st Line Support Engineer will include:

• On premise Backup solutions and cloud hosted solutions. Including the restoring of files / folders and checking the backups have completed successfully.
• Working to an ITIL Framework to meet SLA's and OLA's.
• Escalate issues to the Senior Service Desk Engineers or 3rd party suppliers and keeping the customer updated throughout the life cycle of the incident.
• Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket.
• Perform onsite work / assist the Projects Team.
• Proactive Support: Using RMM tools to resolve issues before they become issues for our clients.

What experience you need to be a successful 1st Line Support Engineer:

• 2 years' experience providing technical support in a Managed Service Provider environment.
• ITILv3 Foundation Qualification
• Experience in the administration of Windows Server (2012 - 2019)
• Office 365 Administration including setting up new user accounts, resetting passwords, setting up shared mailboxes and groups, One Drive, SharePoint, Teams and Intune.
• Active directory user administration (account creation, account security and account access)
• Microsoft Exchange administration. (Creating mailboxes, shared mailboxes, account access, signature management)
• Hardware builds and configuration (SSD migrations, RAM upgrades, Graphic Cards installations)
• Basic networking (TCP/IP, DNS, DHCP) and troubleshooting basic LAN / WAN issues.

This is a really fantastic opportunity for an experienced 1st Line Support Engineer to progress their career with growing company with ambitious goals. If you are interested, please apply as soon as possible as this position will be filled quickly!

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