Do you see yourself working with THE Managed Service Provider of the Year*?
Do you have a passion for providing first-class customer service?
Are you a confident and motivated IT Support Engineer?
Here at Air IT we have an ambitious vision, unique values and exciting story to tell. People are our greatest asset and we only employee the right people, making sure our employees love what they do and always deliver at their best.
(*CRN award winner 2019)
As a 1st Line Service Desk Engineer you will be the first point of contact for IT-related queries from across our client base. You will help and advice end users, diagnosing and solving technical difficulties over the telephone and via remote support. You will have full responsibility for logging and handling tickets, escalations and follow ups.
Our ideal candidate will have previously worked as a support engineer / analyst, ideally within a Managed Service environment. Outstanding customer service coupled with clear verbal and written communication skills are key. You must be able to seek relevant information from clients at the right time, and accurately record your findings. As well as holding sound technical capability you should be a self-starter and natural problem solver, with the ability to multitask on a fast-paced service desk.
Key responsibilities include:
Providing efficient and effective customer service to end users and other stakeholders
Acting as the first point of contact for technical service requests
Logging and maintaining chronological detail throughout a service ticket lifecycle
Providing 1st line diagnosis and resolution with a high level of first-time fixes
Responding appropriately to more complex problems through escalation
Prioritisation and management of workload to ensure client SLAs are met
Working in accordance with company policies, procedures and practices
Interested? You will need:
Previous experience providing IT support
Exemplary customer service and problem-solving skills
Experience of administering and supporting the latest Microsoft technologies
Strong troubleshooting skills with Microsoft Office issues (2003 and onwards)
The ability to build, configure, administer and support all versions of Windows desktops
Knowledge of Active Directory, Group Policy and DNS with an active interest in other networking services
Evidence of continued professional development
Flexibility to work 40 hours per week on a 7-day rota with shifts falling between 07:30 – 00:00
