1st Line Technical Support Engineer - In Technology Group Limited : Job Details

Who are we?We are a rapidly growing Managed Service Provider (MSP) . Our workplace culture is informal and relaxed but focused on high performance. We believe in recognizing and rewarding hard work and success.

We take pride in delivering strategic IT solutions to our customers, supported by our strong internal technical expertise. This enables us to manage our own cloud infrastructure and communications network.

As we continue to grow, we are seeking enthusiastic, driven, and ambitious individuals to join us on our journey.

Position: 1st Line Technical Support Engineer

As a 1st Line Technical Support Engineer, your role will involve providing remote support across IT, data, hosting, and telecoms networks. You will take responsibility for the proactive maintenance of customer networks, utilizing our Remote Monitoring & Management (RMM) systems to ensure optimal performance.

You'll work closely with the team leader to help achieve team Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Your role will require calm, consultative communication, particularly when dealing with customers experiencing critical system outages.

Key Responsibilities:

• Provide technical support via phone and email, aiming for a first-time fix on all issues.
• Log all activities in the company's ticketing system, ensuring timely and clear updates on all open tickets.
• Prioritize and categorize support tickets to ensure efficient issue resolution.
• Work to agreed SLAs, escalate potential failures, and liaise with third parties as needed.
• Contribute to and manage a technical knowledge base, collaborating with the team to improve understanding of technical and business processes.

Requirements:

• Experience with Active Directory, Windows Servers, Exchange, Office 365, Azure, and virtualization.
• Proven track record of working on a remote technical support desk.

Benefits:

• Free onsite parking with electric vehicle (EV) charging points.
• Modern, air-conditioned offices with shower facilities.
• Clear career progression with personalized development plans.
• Training opportunities to enhance your skills.
• Vitality private healthcare plan.
• Sick pay policy.
• A dynamic social calendar with regular activities such as escape rooms, go-karting, and curry nights.
• A large social hub where you can relax, enjoy coffee from our new Starbucks machine, play pool, or use the PlayStation.
• Hybrid working options, including remote work, customer site visits, and office-based work.
• Weekly High-Intensity Interval Training (HIIT) sessions provided by The Fitness Truck for those who like to stay physically active.
• Regular mental health training available for all employees.
• And of course, our friendly office dogs!

Join our growing team and be a part of our exciting journey!

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.