_______________________
_____________________
_____________________
___________________
________________________
_________________________
_______________________
_________________________
______________________
_____________________
1st Line Support CantelloTayler Recruitment are currently recruiting for a 1st Line Support Engineer to join our client based in Egham. The successful 1st Line Support Engineer will be responsible for: Taking full responsibility for assisting internal staff by being the first point of contact for technical queries. You will be involved with a variety of service desk, desktop, telephone, remote support, and you will be given many opportunities to get involved with a range of IT projects. You will have excellent customer service, equipped with the passion, resources and commercial insight to help achieve them. In return, you will be working with a wide range of technologies as part of a friendly and dedicated team, in a great environment. Providing support for c450 end users, including office and remote users Provide face to face, floor walking and remote telephone troubleshooting support to end users Issues will need to be fixed or reported quickly and professionally and where necessary escalated to a 2nd or 3rd line support team member Working within a team to ensure all calls are responded to within SLA targets & requirements Building and maintaining Desktops / Laptops (HP & Dell) Ensuring that support tickets are dealt with promptly and appropriately Reasonable understanding of IT hardware and Windows OS and software is essential. The 1st Line Support Engineer will have: Be a logical problem solver that is flexible in their methods used to solve customer problems and use your knowledge to solve problems creatively Be a self-motivated and independent learner Can communicate effectively in different ways and to people with different levels of knowledge Be able to apply critical questioning to get to the root of the problem quickly Have a basic understanding of IT concepts and can resolve technical problems. Have a can-do attitude and show empathy for people Strong organisational skills and the ability to adhere to company procedures and deadlines Motivated to learn and pursue a career in IT The ability to work both alone and in a team Professional attitude and a strong work ethic Strong Troubleshooting and fault-finding skills Have the ability to work collaboratively with people from different disciplines and cultures Excellent customer services experience / telephone manner Desirable Skills: A degree (in an IT discipline) preferred but not essential. Office 365, knowledge using IOS & Android If this 1st Line Support Engineer role is of interest to you, please click apply or contact Charlotte Harding in our Egham office.
1st Line Support Analyst - £25000 - £28000 Bonus Benefits Supportive and close knit team and large in house IT function means you can look forward to a fantastic working environment, positive work culture and lots of opportunity for progression. Vibrant Media Culture and an attractive bonus and benefits package. More about the role: Offering best in class 1st / 2nd line phone support, but also office based desk side support. You will be required to answer and log all calls (within SLA), and provide assistance, support and troubleshooting, aiming for First Contact resolution wherever possible and escalating to the appropriate team when necessary. You will be expected to capture detailed information into the IT Service Management tool for each call, to ensure any escalations can be dealt with quickly and effectively. You will manage personal workload, ensuring that all tickets are updated regularly. Ensuring procedures are followed correctly to ensure a consistent approach to support across the team. Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication. Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required. You will deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary. About you: Fantastic telephone manner and customer oriented. Able to show you take ownership and see things through. Solid, demonstrable experience of First Call resolution experience and experience within a ITIL environment also desirable. Technically, you will have experience supporting Windows and O365. If you've supported mac Users or Adobe Creative Cloud also, that will be very useful but not essential. This role will mean you work closely with 2nd and 3rd line teams, providing an opportunity to learn from more senior IT team members, with good career progression opportunities within the wider IT team. Internal promotion is encouraged and happens often. Sheffield Location with occasional travel to other Northern Offices Please apply today for immediate CV review. Kinetech is acting as a recruiter in relation to this vacancy. See our website for more information on how we handle your data.