1st Line Support Engineer - Spanish/French/German or Italian Speaker
Location: Greater London, United Kingdom
Salary: 28k plus great benefits
Job type: Permanent
Vacancy: Fluent Language Italian, Spanish, French, German
Category: Call Centre, Customer Service, IT, Internet
Job Reference: IK1
Posted on: 7 May 2025
A leading MSP is looking for a language-speaking 1st Line Support Engineer. You'll provide first-class IT support services to enhance efficiency, reduce costs, minimize system downtime, and boost performance.
They have been recognized by Best Companies for 2023 as one of the top 25 Best Small Companies to work for in London, Top 50 in the UK, and among the UK's Top 25 in Technology.
The company is a Microsoft Solutions Partner and holds an Investors in People Gold accreditation.
The role initially requires 5 days in the office in Tottenham Court Road; after probation, it shifts to 4 days in the office and 1 day WFH.
Working for a major client, speaking Spanish, French, German, or Italian is advantageous. MSP experience, clear communication, and technical proficiency in M365 are required.
Hours: 7.5 hours daily
Shift pattern: between 8am – 6pm (options include 8am – 4:30pm, 9am – 5:30pm, or 9:30am – 6pm)
Holidays: 20 days plus bank holidays; after passing probation, you also get your birthday off!
Benefits include a competitive package, Vitality at Work rewards, breakfast Wednesdays, Cycle to Work Scheme, gym membership, gaming nights, football, and quarterly team events.
Purpose of Job:
Support the management and resolution of customer technical issues, proactively improve managed services through additional offerings, and effective Problem Management.
Experience as a 1st Line Support Engineer:
* MSP background preferred
* 1-2 years proven IT support experience
* Experience with ITIL framework in a service desk role
* Microsoft Windows Server 2016 – 2022
* Microsoft 365 support (Email, SharePoint, OneDrive, Teams)
* Active Directory management
* Windows 10, 11 OS support
* Apple OS and Mac support experience
* Microsoft Office Suite
* Backup Technologies (DATTO, Acronis)
* Laptop/desktop and thin client support
* Knowledge of server infrastructure
Person Skills:
* Highly motivated
* Strong client service skills
* Ability to work under pressure
* Flexible working willingness
Main Tasks and Responsibilities:
* Provide professional, customer-focused service throughout each ticket's lifecycle; manage customer expectations and keep them informed.
* Record all IT incidents, requests, and problems, ensuring details align with Service Desk standards.
* Classify and prioritize calls according to SLA.
* Investigate and diagnose incidents via first-line support, resolving hardware, software, application, and network issues promptly.
* Coordinate with third-party suppliers, logging tickets and acting as a central contact point.
* Monitor and escalate incidents, requests, or problems as necessary.
* Log and assign tickets, managing workloads within the Service Desk team.
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