It Support Engineer

IT Support Engineer

We are a dynamic Managed Service Provider (MSP) located in a vibrant North East community, supporting businesses nationwide with their IT needs. We offer a range of services, including cloud solutions and communication support.

About the Role:

As a 1st Line IT Support Engineer, you will be a key player in our team, providing remote technical assistance to our diverse client base. From troubleshooting technical issues to delivering exceptional customer service, you'll be at the forefront of ensuring our clients' IT needs are met promptly and effectively.

Responsibilities:

• Act as the first point of contact for customer IT issues via various channels.
• Deliver outstanding customer service while prioritizing and managing support tickets.
• Investigate and resolve technical issues, collaborating with internal teams as needed.
• Adhere to SLAs and meet KPIs, striving for first-time fix rates.
• Occasionally attend client sites for hands-on support (company vehicle provided).

Required Skills:

• Strong technical background with experience in IT support.
• Knowledge of file sharing permissions, Active Directory, and MS365 administration.
• Understanding of networking concepts (IPv4, VLANs, NAT, Proxy, etc.).
• Previous experience in a similar role, preferably within an MSP environment.
• Excellent communication skills, both written and verbal.
• Ability to make sound support decisions and seek assistance when needed.
• Full UK manual driving license.

Desired Skills:

• Experience working for an MSP.
• Familiarity with remote monitoring and management tools.
• Professional IT certifications (e.g., Microsoft MCP, MCSA, MCSE, CompTIA Network+).
• Client experience certifications.
• Knowledge of key vendors such as Microsoft, Google, Sonicwall, etc.
• Previous experience attending client sites.

Benefits:

• 20 days holiday, plus bank holidays.
• BUPA private medical care.
• Opportunities for career progression and professional development.

Details:

• Full-time position, working 37.5 hours per week in a flexible shift pattern.
• Based in Newcastle with occasional travel to client sites.

Benefits:

• Free parking, Gym membership, On-site parking

Experience:

• Customer service: 1 year (required), Technical support in a similar role: 1 year (required)
• Work authorization: United Kingdom (required)
• Ability to Commute: North Shields (required)

If you are ticking all of the above boxes then apply now to be considered!

Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.

People. Technology. Connected.

Connexa Technology is acting as an Employment Agency in relation to this vacancy.