Purpose
ACSUK Ltd. has a vacancy for a 1st Line Technical Support Engineer to join our busy IT Team. You will support users and systems predominantly on HP hardware and a Microsoft environment. You will need to diagnose and troubleshoot software or hardware problems, help users by installing or configuring applications.
The IT team is based within our Bournemouth offices; however, we also support our large Cambridge facility where you will be supporting our users and systems. This will also include visiting Bournemouth fortnightly if required.
Key Responsibilities
* Install, configure, troubleshoot, support and maintain all IT equipment.
* Provide support for business applications, troubleshooting software and hardware liaising with suppliers where necessary.
* Provide advanced support for Microsoft Windows and Microsoft Office.
* Maintain and support Email, Web browsing security, Anti-Virus systems and Windows Update Services.
* Diagnose and troubleshoot technical issues, including account setup and network configuration.
* Ask customers targeted questions to quickly understand the root cause of a problem.
* Track computer system issues through to resolution, within agreed time limits.
* Talk clients through a series of actions, either via phone, email or chat.
* Properly escalate unresolved issues to appropriate internal teams (e.g. senior engineers or software developers)
* Provide prompt and accurate feedback to customers.
* Refer to internal knowledgebase or external resources to provide accurate tech solutions.
* Ensure all issues are properly logged on the Helpdesk system.
* Prioritize and manage several open issues at one time.
* Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Key Performance Measures
Regular reviews of SLA Helpdesk performance
User Helpdesk Surveys
Knowledge, Education, and Skills
Knowledge
Hands-on experience with Windows Operating Systems.
Hands-on experience with Microsoft Office 365 and other MS related products.
Good understanding of computer systems, mobile devices and other tech solutions.
Understanding or experience with physical hardware upgrades.
Desired Skills and competencies
Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and helpdesk software (TeamViewer, ServiceDesk Plus etc.)
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal.
Other material requirements
Limited travel among sites will be required.
A current driver’s licence and own transport is required.
Overtime may be expected during busy periods.
Evening or out of hours support may be a requirement, from time to time, in this role.
Avic Cabin Systems (UK) is an equal opportunity employer