2fawcett Recruitement
This job has been posted for more than 30 working days and has expired.

1st line support / help desk advisor

Role: Level 1 Support Engineer


Salary: £25,000 - £30,000


Location: Derby (Potential to work from home)


Type: Permanent


Hours: Monday-Friday - on rota covering 3 shift patterns (Earlies, Days, Lates - between 6:30am to 8:30pm) - Potential to work from home 4 days a week


Overview
2fawcett are recruiting for a Level 1 Support Engineer to join a well-established company in Derby.

The successful candidate will provide an outstanding service to customers and build a great relationship with international customers and partners and assist on service requests.


The Role & Responsibilities of the Level 1 Support Engineer:



Answer client requests via telephone and email
Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
Update service desk tickets with accurate time entries and notes
Log support tasks
Liaise with external support companies and suppliers
Ensure tasks are progressed through to a satisfactory conclusion
Pro-actively keep customers and team members informed of progress


Technical Experience:


1st and 2nd level line support
Desktop support on Microsoft Windows & Office application stack
Basic AD & Exchange including o365 for processing new start & leaver request, security permission changes.
Basic Windows Server OS knowledge.
Basic Networking knowledge, understanding DHCP, DNS and IP Configuration.
Understanding backup job reports and carry our basic troubleshooting.


Requirements of the Level 1 Support Engineer:



Previous customer service skills
Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
Ability to prioritise tasks and projects
Accuracy and attention to detail
Self-motivated person
Able to understand and follow standard documented processes