The Company – Who are you joining?
OfficeXpress are a leading Nottingham based provider of IT services, support and products. We operate predominately in the Education sector – Schools, Academies, Multi-Academy Trusts and Colleges. But we also have an increasing number of corporate customers. Our customers are nationwide.
The majority of our education customers are located in the Midlands and East of England.
We have built a well-respected reputation of placing our customers at the forefront of our business. We are big enough to matter, but agile enough to care and make a real difference to our customers.
Our culture is not only inclusive and innovative, but we pride ourselves on a collaborative ethos supported by great values that form the foundations for growth.
We have close partnerships with our key vendor partners Dell, HP Aruba, Lenovo and Microsoft that allow us to deliver innovative and reliable IT solutions for our customers.
Who are we looking for:
We are looking for an enthusiastic, professional, and customer-focused 1st Line Service Desk Engineer to join our growing Service Desk Team. The ideal candidate will demonstrate excellent remote IT support skills, work effectively with other team members, and communicate with customers both technically and non-technically. Familiarity with ITIL and service desk methodologies is desirable.
Job Role:
As a 1st Line Service Desk Engineer, you will join our established Service Desk Team, headed by the Service Desk Manager, and consisting of 1st, 2nd, and 3rd line engineers. The Service Desk Team provides remote IT support to our customers in conjunction with our field-based engineers. This is an office-based role operating from our Nottingham office, with remote working options available.
Responsibilities:
* Providing initial IT support to Ergo's customers and internally for Ergo employees.
* Logging and updating all issues on the Support Desk ticketing system (PSA), including full notes and recording of time spent.
* Using the RMM system to proactively manage and monitor IT systems.
* Providing customers with regular updates on in-progress support tickets.
* Adhering to SLAs and prioritizing support tickets where necessary.
* Escalating complex or high-priority tickets to 2nd or 3rd line Engineers or the Service Desk Manager.
* Referring sales opportunities to the customers' Ergo Account Manager.
Working Hours:
* The remote Service Desk operates Monday – Friday, 8am to 6pm.
* Engineers work shifts, either 8am–4:20pm or 9:40am–6pm.
* Shifts are organized in advance by the Service Desk Manager, with flexibility to accommodate personal commitments.
Essential Skills (Technical):
As a 1st Line Service Desk Engineer, you will be working with a variety of IT systems. We need you to have proven IT support experience in most of the following:
* Windows 10/11 Operating Systems.
* Office 365 – Exchange Online, OneDrive, SharePoint & Teams.
* Google Chromebooks & Google Workspace (GSuite).
* Mobile Device Management (MDM) including Intune.
* Printers, MFPs, and Print Servers.
* Device imaging and setup.
* Software installation.
* Anti-virus.
* Basic networking knowledge.
Essential Skills (Soft):
We will also need you to possess and demonstrate the following attributes:
* Polite, friendly, and confident.
* Strong communication skills in English.
* Adhere to best practices.
* Logical approach to problem-solving.
* Keen to learn the latest technologies and self-motivated.
* Good timekeeping.
* Must work well under pressure.
Due to the volume of applicants we receive, please consider your application unsuccessful if you have not had a response within 3 weeks.
Job Types: Full-time, Permanent
Pay: £25,000.00-£28,000.00 per year
Benefits:
* Company pension
* On-site parking
Ability to commute/relocate:
* Nottingham NG12 4DG: reliably commute or plan to relocate before starting work (required)
Experience:
* Support Engineer: 1 year (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person