1st Line Support / Helpdesk Engineer – Hybrid

First Line Support Engineer - Hybrid (After training - 2 days office / 3 days home) What’s this role about? As a First line engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support. Growth is important to us, your role will include being mentored by seniors to develop the skills necessary to progress from a 1st line engineer to a 2nd line. We will also provide support and assistance in obtaining professional certifications. MSP experience would be a bonus, if not, an IT Helpdesk / remote support background is a big plus. What will I get up to day to day? You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer. Your everyday focus will include: Troubleshooting a range of technical issues experienced by our clients, including the following technologies:

Windows 10. Office 365. Microsoft Office. Printers and Scanners. Various customer applications.

Basic administration of Windows Server 2016, 2019. Network troubleshooting. Using our PSA platform to log and respond to support tickets. Identifying and escalating higher-level issues to a senior engineer. Being a people person, delivering support in a friendly and positive manner. Great communication skills, both verbally and in writing will be expected. What gets me the competitive edge? Stand out from the pack with these things: Passion for technology and self-development. Experience working for a managed service provider. Knowledge of Autotask RMM or PSA.

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