1st Line IT Support

EllisKnight are partnered with a fantastic company who managed IT Division designs, implements and supports the IT infrastructures of some of the UK's top organisations within both the public and private sector.
Our client is now looking for a 1^st Line Engineer to join the growing team to help with IT Support based in their UK Head Office in Cheltenham.

Duties:

• Provide 1st / 2nd Line support to clients via phone, email and remote sessions as part of a shift rotation
• Maintain 1st line support tickets correctly and keep the customer updated with progress every day
• Monitor 1st line support ticket queue ensuring incidents are actioned before SLA
• Develop existing customer relationships and build a rapport with new clients
• Flag high priority / urgent issues to the 1st Line Team Leader
• Perform proactive maintenance using our in-house monitoring system
• Document procedures/processes and contribute to the knowledgebase
• Follow IT procedures e.g. ITIL and strictly complying with our policies
• Consult with 2nd line team as required to resolve incidents and develop individual skillset

Skills and Experience:

• Proven experience of supporting existing desktop / server infrastructures and must have experience of working in a busy helpdesk environment.
• Exceptional customer service and communication skills (both written and verbal)
• Fault analysis, management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers as well as meeting the contracted SLA.

Relevant experience with the technologies listed below:

• Windows Server 2008, 2008 R2, 2012, 2012 R2 and 2016
• Exchange and/or Microsoft Office 365
• Hypervisor technologies (VMware ESXi / Microsoft Hyper-V)
• TCP/IP, Routing, VPN and Firewall configuration
• Virtual server backup technologies (Veeam / vRanger)
• Antivirus Software (Sophos)