1st Line Support Engineer

1st Line Support Engineer

Sedcom is an award-winning MSP providing trusted IT solutions to our customers.

Due to expansion, we have an exciting opportunity for a 1st Line Support Engineer. This is an ideal position for a proactive engineer to deliver excellent customer service and troubleshooting skills. The ideal applicant will be able to demonstrate working as a reliable team member. Assisting the team by logging and troubleshooting live calls, the 1st Line engineers are the customer facing team of Sedcom and will be required to logically move issues through the ticketing system for resolve or escalation to higher tiers. We pride ourselves on our first-class customer service, and the ideal applicant will be able to provide our customers with a first-class experience. You will have a passion for IT, an eagerness to embrace new technologies and a desire to continually expand your knowledge and improve your skill set.
Location: Billericay, Essex

General Duties

• Review, implement and resolve technical issues effectively
• Provide remote and on-site support (if required) at a mid-senior technical level
• Assist as required in the training and mentoring of junior engineers
• Ensure all customer and technical environment details accurately recorded and maintained
• Create and maintain KB documents where required
• Always willing and able to provide a high level of technical expertise and customer service
• Adhere to defined KPI’s and meet expected SLA’s - lead by example
• Shift hours may be required

Essential Skills
Demonstrable problem solving skills, with a logical train of thought
Ability to clearly document actions being taken within our ticketing system during tasks conducted for our customers.
Knowledge and troubleshooting skills in Microsoft Desktop/Office 365 products
Knowledge of AAD, Email, Intune, OneDrive, and SharePoint
Active Directory troubleshooting experience
Knowledge of virtual environments
Knowledge of basic network protocols and devices (Firewalls/Switches/Wireless)
Ability to troubleshoot both on-prem and remote
Excellent spoken and written English
Excellent time management and organisational skills

Desirable skills
Excellent attention to detail
Great customer service skills written and verbal
Basic understanding of ITIL best practice

Benefits
Career progression
Paid for and salary incentivised training and accreditation
Healthcare
Company Profit share
Gym membership

Job Type: Full-time

Pay: Up to £27,000.00 per year

Benefits:

• Company pension
• Gym membership
• Private medical insurance

Work Location: In person