1st Line Support - Reed : Job Details

IT Support Engineer (1st line)

Preston (On site)

£24K + Benefits

A 1st Line Support Engineer is required for our client who are based in Preston. The successful candidate will be the first point of contact for IT support within the organisation.  You will answer and deal with day-to-day queries, escalating to the IT Service Delivery Manager/MSP for help & advice when required.The role involves supporting and maintaining Microsoft 365 Solutions, troubleshooting; diagnosing and solving hardware & software problems on laptops and mobiles as well as a virtual desktop solution. You will also be expected to setup and configure hardware, resolving printer / scanner issues and identifying network connectivity issues.KEY RESPONSIBILITIES• Provide 1st line technical support to all staff in the first instance by phone; Teams; email or in-person• Respond to enquiries from staff and help them resolve any hardware or software problems• To log all calls on the ITSM system and manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps.• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLAs• Operational maintenance and support services, including, repairing broken desktops, laptops and equipment• Produce follow up actions and escalate as necessary within the business or to MSP for external technical support where problems cannot be resolved in house• Creating new users accounts, closing ex-employee accounts, resetting passwords, managing security / distribution groups, managing file & folder permissions, creating shared mailboxes and managing shared mailbox permissions• Order, set up and configure IT equipment as and when required• Using and troubleshooting Office365 applications• Monitoring IT estate and upgrading devices when required• To assist the IT Service Delivery Manager and Head of Business Operations with IT and Infrastructure projects and upgrades• Management of IT assets• Mobiles: Maintain records of mobile estate and setup mobiles on Intune MDM platformKNOWLEDGE & UNDERSTANDING• Knowledge and understanding of networking (LAN/WAN; DHCP; DNS)• Knowledge of Windows 11 Desktop Support• Understanding of firewall products/security• Knowledge of Microsoft Intune• Working knowledge of Apple macOS• Competency in managing Microsoft server technologies (use of Azure Virtual Desktop is advantageous)• Competency in Office 365 and associated applications• Skill in troubleshooting Microsoft Office