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First Line Service Desk Engineer

First Line Service Desk Engineer

Probrand Ltd

Remote

Job ID : 6646715132535250515944616d5664494b673d3d

Job Description :

First Line Support Engineer

Probrand Ltd is a leading IT services provider offering computer services to a wide range of SME clients across the county. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base.

This is a hybrid role mainly working from home working alongside a team of engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below


The Benefits

  • Basic salary between £23,000 and £26,000 per annum
  • 31 days’ holiday including bank holidays
  • Option to buy and sell annual leave
  • Access to our Bupa Employee Assistance Programme – 24/7 health, financial and wellbeing support
  • Tailored benefits platform – includes discounts on retail, gym and leisure
  • Cycle to work scheme
  • Salary Sacrifice Electric Car Scheme
  • Long service awards
  • Paid volunteer leave
  • Training and development opportunities
  • Brand new Birmingham city centre office location – including free access to gym, shower facilities, secure lockers for bikes and onsite café
Main duties:
  • Providing technical support to customers
  • Acting as ‘Fast Response’ to desktop user issue preventing them from working
  • Support the Service Administrator in taking telephone calls to the main support line and logging support tickets.
  • Ensuring that the Service Level Agreements (SLA) are always adhered to
  • Taking ownership of an issue up to the point of resolution or escalation
  • Following helpdesk procedures and policies
  • Remain up to date with the latest technologies and platforms
Experience:
  • Microsoft Windows, 7, 10, 11 – Installation & Troubleshooting skills
  • Microsoft Office all recent versions including 365
  • Microsoft Windows Server 2008, 2012, 2016, 2019 (AD, DHCP DNS etc) – Training will be provided
  • Microsoft Exchange Server 2007, 2010, 2013 and 2016 – An advantage but training will be provided
  • Basic Networking (TCP/IP) – Troubleshooting network & Internet issues but training will be provided
  • Some Knowledge of ADSL / Routers / Switches – Training will be provided
  • Basic Firewall knowledge – Ideally SonicWALL however product training will be provided
  • Basic Knowledge of Desktop and Server hardware troubleshooting
  • Exposure to Antivirus Software, AVG, SOPHOS & Bitdefender
  • Exposure to Backup Software – Backup Exec, Veeam
  • Any Kaseya, VMware, Hyper V experience a bonus
  • Ideally MSP experience but not essential
Soft skills:
  • Ability to work independently and take initiative
  • Willing to go the ‘extra mile’ in helping solve client issues
  • Strong communication skills both written and verbally
  • Analytical and methodical approach
  • Ability to work under pressure and manage different call priorities
  • Keenness to expand knowledge both in and out or work
  • Escalate calls to the Senior Engineers when appropriate
  • Must be able to communicate clearly at a technical and end user level
  • Must have excellent documentation skills

The 1st Line Service Desk Engineer will ideally have experience of working within a similar role. Possession of any IT qualification including MCP/CompTIA A+ would be desirable but not required.

Company Details :

Name : Probrand Ltd

CEO : Peter Robbins

Headquarter : Birmingham, United Kingdom

Revenue : $25 to $50 million (USD)

Size : 51 to 200 Employees

Type : Company - Private

Primary Industry : Information Technology Support Services

Sector Name : Information Technology

Year Founded : 1992

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Details

: Remote

: 23000 - 26000 GBP ANNUAL

: Today

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