1st Line Support Engineer

We are seeking an experienced and dynamic Triage Engineerto join our helpdesk team

This role primarily serves as the first point of call for all customers.

You will be responsible for providing first response to client tickets, including phone calls, emails, implementing first time fixes, following escalation procedures and monitoring daily tasks, all withing contracted service levels.

Key Responsibilities

• Act as the first point of contact for all reported incidents and issues.

• Perform initial diagnosis and troubleshooting of software bugs and system failures.

• Prioritise incidents based on customer impact and urgency.

• Maintain communication with the reporting party throughout the triage process, providing status updates and expected timelines for resolution.

• Contribute to the knowledge base by documenting recurring issues and their resolutions.

• Monitor system performance metrics and logs to detect and report potential problems before they escalate.

• Ensure critical issues are communicated to management and customers in a timely manner.

• Assist with post-incident analysis to identify root causes and recommend preventive measures.

Required Skills and Experience

• Customer focused and have a genuine desire to provide a quality service.

• Confident and highly motivated individual.

• Excellent written and verbal communication skills.

• A team player who is able to contribute to a collaborative working environment

• Actively seeks to share information in order to improve quality performance

• An understanding of working within ITIL and Cyber Essentials frameworks. 

• Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.

• Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.

• Basic understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.

• Experience in helpdesk support, escalation and ticket triaging

Personal Attributes

• Ability to think critically and quickly identify the root cause of issues.

•Capable of diagnosing problems efficiently and finding effective solutions, even under pressure.

• Able to explain complex technical issues in a clear, concise manner to both technical and non-technical stakeholders.

• Effective at providing timely updates and collaborating with cross-functional teams.

• Values teamwork and is willing to assist others, share knowledge, and contribute to the success of the team.

• Continuously seeks to improve technical skills, staying up-to-date with new technologies and best practices in triage and incident management.

Hybrid working 3 days office based and 2 days working from home.