Job Description
1st Line Helpdesk Engineer – Job Summary:
We’re supporting our client, a leading supplier of IT services based in Worcester, who are looking for a 1st Line Helpdesk Engineer to join their growing team.
Salary: £24,000 – £28,000
Benefits: Day role
Job Type: Permanent
Location: Worcester
Job Start date: ASAP
Responsibilities:
- Maintain 1st line support tickets correctly and keep the customer updated with progress every day, whether that would be answering incoming calls or on emails,
- Monitoring the support ticket queue, ensuring incidents are actioned within SLA,
- Perform proactive maintenance using our in-house monitoring system,
- Occasional attendance at remote sites, when necessary,
- Document procedures/processes and contribute to the knowledgebase,
- Follow IT procedures e.g. ITIL, and strictly comply with our Information Security (ISO27001) policies,
- Consult with 2nd and 3rd line team as required to resolve incidents and develop individual skillset
About You:
- Proven experience of supporting existing desktop / server infrastructures and must have experience of working in a busy helpdesk environment,
- Exceptional customer service and communication skills (both written and verbal),
- Fault analysis, management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our clients as well as meeting the contracted SLA.
- The ability to demonstrate good problem-solving skills,
- Excellent telephone manner and customer facing skills
What experience you could bring
- Windows Server 2012 R2, 2016, 2019 and 2022.
- Install, upgrade, support and troubleshoot Windows 10,11 and MacOS
- Azure Virtual Networks and Servers
- Hypervisor technologies (VMware ESXi / Microsoft Hyper-V)
- Networking, TCP/IP, Routing, VPN and Firewall configuration
- Virtual server backup technologies (Veeam / Altaro)
- Antivirus Software
- Hardware: PC, Laptop, Printer and Mobile devices.
- Software: Microsoft 365, Outlook, Word and Excel.
Job Application:
If you would like to be considered for this role, please apply with your full CV – or call us now. Whilst this position may not be of interest to you or suit your skills and experience, please don’t hesitate to get in contact with a member of the team at Willcox Matthews to understand how we can support you.
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We take your application seriously and we make every effort to respond to all applicants.
Candidates must be eligible to work and live in the UK