Job Description:
First Responder Engineer - Initially office-based (first 6-months) and then Hybrid.
What’s this role about?
You will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to problem solve within our fast-paced environment efficiently, you will work with your team to provide market-leading technical support.
Growth is important to us, your role will include being mentored by seniors to develop the skills necessary to progress from First Responder to a 1st line engineer and then to 2nd line. We will also provide support and assistance in obtaining professional certifications.
What will I get up to day to day?
You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer. This role primarily involves providing telephone support, as well as assisting with IT issues via remote desktop services.
Shift Pattern:
Monday to Friday, 8-hour shift between 7 a.m. and 7 p.m., 4-week rolling pattern. Once in four weeks, you will work a weekend and get days off in lieu of the following week.
What experience do I need?
Have a passion for IT and have a desire to progress into a career within IT Support. You will ideally have some experience either providing basic IT support or having a degree/certification within IT. However, this isn't necessary for the right person, as having a customer-first attitude and a passion for IT will be key.
Being able to commute to our Crawley offices is a necessity as the first 6 months will be full-time office based, then moving to 3 days at home, 2 days in the office.
Your everyday focus will include:
- Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
- Windows 10/11.
- Office 365.
- Microsoft Office.
- Printers and Scanners.
- Various customer applications.
- Using our PSA platform to log and respond to support tickets.
- Identifying and escalating higher-level issues to a senior engineer.
- Being a people person, delivering support in a friendly and positive manner.
- Great communication skills, both verbally and in writing will be expected.
