1st Line Support Technician
£23,000 - £27,000 per annum DOE
Southend-on-Sea
Roles and Responsibilities
- Answer incoming support calls.
- Create and log Service Desk tickets accurately, capturing all necessary issue details.
- Provide 1st line remote and onsite support, recording time spent and steps taken to resolve issues, while meeting agreed Service Level Agreements.
- Assemble new customer PCs and laptops following established documentation and checklists.
- Visit customer sites independently or with senior colleagues to offer onsite support or assist with project work.
- Support the project delivery team with remote or onsite tasks.
- Deliver exceptional customer service both remotely and onsite.
Essential Skills
- At least 1 year of experience in an MSP environment.
- Proficiency with Microsoft Desktop Operating Systems (Windows 7-11).
- Knowledge of Active Directory, including new user setups, password resets, and group modifications.
- Familiarity with Office 365 Admin tasks, such as new user setups, password resets, and group modifications.
- Experience with antivirus solutions (preferably Webroot, Bitdefender).
- Proficiency with RMM and PSA tools (preferably ConnectWise).
- Experience in assembling new hardware (laptops, PCs).
- Excellent time management skills.
- Proven track record of excellent customer service.
- High level of trustworthiness and personal integrity.
Desirable Skills
- Experience with email protection solutions (preferably Mimecast).
- Interest in Cloud Solutions (Azure, AWS).
- Interest in Virtualization (Hyper-V, VMware).
Desirable Qualifications
- CompTIA+
- Microsoft 365 Fundamentals - MS900
Company Benefits
- Opportunities for career progression.
- Company-funded certifications.
- 2-3 hours per week allocated for certification study.
- Company-provided laptop.
- Company-provided mobile phone.
- 20 days holiday plus public holidays.
- Pension scheme.
- Life insurance.
- Free office parking.
- Fresh fruit provided.
- Chill-out zone with a stocked mini fridge.
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