1st Line Deskside Engineer

1st Line Service Desk Engineer - Portishead (Bristol) - Permanent

Salary up to £28,000 (+ excellent other company benefits)

Portishead (Nr Bristol) - Monday to Friday - Onsite

Lucid Connect have an exciting new opportunity to join a market leading IT solutions provider. You will join the team that provides the highest level of support to one of their key customers

Lucid Connect are supporting our client to recruit for 1st Line IT Support Engineers to join a successful MSP, dedicated to one of their key clients, on their client site in Portishead.

You will have full responsibility for overseeing and sustaining good customer services in line with the agreed Service Level Agreements.

We are looking for a candidate that has excellent technical and interpersonal skills, preferably with experience working for a IT solutions provider previously in a 1st Line Support Engineer role

Key Responsibilities

• Provide 1st Line Support to the company's customers, receiving calls and handling the resulting service requests, and working with the team to manage any escalations
• Taking ownership of customer issues and logging incidents or service requests in line with objectives
• Ensuring customer satisfaction is at the centre of what you do
• Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI's
• Liaising with internal and external stakeholders

Key Skills

• Minimum of 12 months experience in a 1st Line role for a MSP
• Working to SLA's accurately in a fast paced, and friendly environment
• Proven customer-centric IT service Delivery experience
• Strong experience supporting Office 365 cloud services
• Experience of supporting Microsoft Azure
• Practical working experience with RDS (remote desktop support)
• Able to communicate clearly and concisely to all levels
• Good knowledge of IT concepts and architectures
• Excellent customer service skills for both internal and external customers

Desirable skills/qualifications

• Up to date Microsoft qualifications
• ITIL Foundation Certified (desirable not essential)
• Basic Microsoft Azure knowledge and Office 365
• Awareness of other MS Business technologies