ABOUT THE ROLE

As a First Contact Resolution Engineer, you are a cut above the typical 1^st Line Engineer. Part of a blended team of experienced engineers (1^st Line, FCR, 2^nd Line), you will be encouraged to follow through on technical issues, as you look to grow your skills and learn more about the varied environments and technologies you will be supporting. You will receive training to support your growth, with a view to progression as you increase your knowledge and standing within the team.

This role is pitched at a level where engineers should be able to resolve above 70% of the tickets coming into the business, which means you’ll be given the freedom and trust to work on every technology that our clients own.

While we hold technical skills in high regard, we are always looking for someone who can bring a can-do attitude and a willingness to improve and learn.

Key Responsibilities:

• Remote customer support, where you will perform various support tasks(not exhaustive);
  • Device Troubleshooting (Desktop/Laptop/Mobile)
  • Active Directory / Exchange / Office 365
  • Printer Troubleshooting/Configuration
  • Network Troubleshooting (Server, Switching)
• Logging all support queries as tickets and communicating with clients to keep them updated on the progression of their tickets
• Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion
• Supporting the progression of 1^st Line/Apprentice engineers within the team
  
  

Essential Qualities:

• Experience in supporting;
  • Device Troubleshooting (PC/Laptop/MAC/Mobile)
  • Active Directory / Exchange / Group Policy / InTune
  • Microsoft 365 / Azure / MDM
  • Networking
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction

Desirable:

• Experience of virtualised Microsoft environments
• Experience with Egnyte for file storage
• Microsoft Terminal Services/RDP to support level
  
  

Personal Qualities:

• Takes pride in providing a high level of service
• Regularly going above and beyond
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively

Salary / package

• £20,000-£25,000 per annum depending on experience
• 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)
• Private Medical Insurance with Vitality (after probation)
• Access to internal Mental Health First Aid Champions
• Company Pension scheme with the People’s Pension (company contribution = 3%, employee contribution = 5% default but can be increased on request)
• Cycle to Work scheme
• Referral Bonus scheme
• Free eye tests
• Annual flu jab
• Standard annual holiday entitlement = 25 days per annum + UK Bank Holidays (Excluding 247 shifts which is 22 days per annum)
• Free onsite Gym with access to a PT (at an additional cost)