1st Line Technical Support / Helpdesk Engineer / Service Desk Engineer – MSP – Mon-Fri Borehamwood HQ – to-£30,000 basic.

Our client is a successful managed service provider (MSP) whose reputation for delivering excellent customer service demands they now hire an additional, Microsoft-oriented, Technical Support / Helpdesk Engineer / Service Desk Engineer.

Operating within a flat management structure, the successful Engineer will work with a varied client base providing the following remote responsibilities and duties:

– Deliver excellent service, exceeding the customer expectations wherever possible
– Provide First Time Fixes for incidents wherever possible
– Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA
– Keeping Customers informed on at all time on status and progress
– Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction
– Ensure all open tickets are worked on within the time frame provided and updated

Preferred qualifications and Skills:

– Formal IT-oriented education or studying an industry recognised qualification ideal – MCP, MCSA, MCDT, MCSE, CCNA, CCNE, ETC.
– Excellent oral and written communication skills with the ability to communicate effectively at all levels
– Clear and Polite telephone manner
– Excellent social skills with the ability to establish and maintain good/ productive relationships
– A passion for providing exceptional customer service even during period of stress and pressure.

A Microsoft configuration bias is preferred. Typical technology exposure in this role will include:

– O365 with SharePoint
– DDNS, DHCP
– MS Exchange server configuration
– AV, Web, and Email Scanning solutions
– VMWare
– Citrix
– Linux
– Cisco telephone Systems
– Hardware troubleshooting of both desktop and server hardware
– Application support of Microsoft Office, and common windows applications from vendors such as Adobe, McAfee etc.