IT Support Engineer

27 November 20242024-11-27
Reigate, Surrey

1st/2nd Line Engineer

Reigate, Surrey

Salary: £24-30k plus bonus opportunities

 

Our small but growing IT support client based in Reigate is fast growing and looking t strengthen their team.  This is a fantastic opportunity for someone with Service Desk or 1st Line support experience who wants their next step and to also get involved in more in-depth IT and projects.

There is so much scope for the right candidate to really push their IT knowledge and career forward.

 

Duties:

  • Providing technical guidance and coaching to the service desk technicians and ensuring they follow best practices and procedures.
  • Communicating with customers and stakeholders at all levels, from end users to senior management, and explaining complex IT issues in simple and friendly terms.
  • Escalating complex or urgent IT issues to the appropriate internal or external teams and following up until resolution.
  • Monitoring and reporting on the performance and quality of the service desk, identifying areas for improvement and implementing solutions.
  • Keeping up to date with the latest technologies and trends in IT service management and ensuring the service desk team has the necessary skills and tools to meet customer needs.
  • Taking pride in delivering high level customer support and avoiding confusing tech jargon.
  • Monitoring and reporting on service desk performance and SLA compliance and implementing continuous improvement initiatives.
  • Scoping and initiating project works that will include on-boarding new customers and Office 365 migrations and coordinating with internal and external stakeholders.
  • Working closely with Director

To be successful in this role, you will need:

  • Experience in IT service desk management or a similar role.
  • A relevant IT qualification or certification, such as ITIL, CompTIA, or Microsoft. (desirable)
  • Excellent communication, interpersonal, and leadership skills.
  • A customer-focused and problem-solving attitude.

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