First Line Support Engineer
Beacon IT is hiring a First Line Support Engineer to join their team.You will be responsible for solving a broad spectrum of customer IT support tickets by telephone or email, in the office or on-site as required.
This role involves managing assigned tickets or assisting other team members when necessary. You will require strong communication skills to update their customers about the status of their outstanding tickets.
Ideally you would have 1-2 years experience working within either an internal, or outsourced IT department.
Responsibilities / Skills:
Acting as the initial point of contact for incoming calls to the service desk
Monitoring ticketing system and triaging new tickets appropriately
Troubleshooting issues both remotely and on site
Escalating tickets as required to second line engineers
Configuring new equipment as per project specifications
Creating documentation for the knowledgebase
Willingness to participate in an on-call support rota and occasional pre-planned out-of hours project work
Technical Requirements:
Experience troubleshooting Windows desktop operating systems
Experience troubleshooting Microsoft 365 apps including OneDrive/Teams Ability to diagnose basic networking issues
Familiarity with Routers, Switches, Access Points and other networking hardware
Personal Requirements:
Good communication skills and a team player
A passion for IT and technology
An ability to learn new skills as required
Willingness to travel to site when required
An enthusiastic approach to your work
A can do attitude and ability to take initiative
Desirable attributes :
Degree level qualification
Ability to install/troubleshoot structured network cabling
Experience with VPN configuration
Exposure to Apple/Android OS
Experience with IP Telephony Systems
Understanding of Website Hosting
Qualifications :
GCSE Information Technology grade 4 or above (grade C)
GCSE English grade 4 or above (grade C)
GCSE Maths grade 4 or above (grade C)
Salary & Benefits:
Salary range £24,000 - £27,000 DOE
Birthday day off
Annual bonus potential after probation
Additional 5 days holiday after probation
Long service bonus after 5 years
Private Medical Healthcare after probation
Death in Service (5x Salary) after probation
Job Type: Permanent, Full-time
Schedule: Monday to Friday
Work Location: Office based
Full clean driving licence required
Able to pass an advanced DBS check
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