1st Line Support Engineer - MSP

Role: 1st Line Support Engineer

Reports to: Service Desk

Location: NW London - 5 days on-site

Essential requirement: Fast paced MSP experience

Summary

The 1st Line Support Engineer plays a key role within our client-focused Technical Support team, delivering exceptional service to our customers. As the primary point of contact for technical inquiries, this position is essential to the Support department. The 1st Line Support Engineer is responsible for the initial diagnosis and resolution of technical issues, ensuring efficient troubleshooting before escalating more complex matters to the appropriate support tier.

The key responsibilities for this role are below but these are not exhaustive as any other associated duties may reasonably be required.

Key Responsibilities

• To provide support as part of our contract and seek approval for out of scope support charges
• Adhere to the business SLAs
• Build a professional rapport with VIP’s and end users alike by displaying a detailed understanding of their IT environment
• Provide a single point of contact for all support using all available channels
• Maintain high levels of incident and service request ownership through to a satisfactory conclusion
• Develop and maintain communication skills appropriate to the client base
• Analyse the nature of queries and client problems and provide suitable solutions within satisfactory timescales
• Understand and operate the escalation procedure
• Meet personal and team productivity and quality targets
• Working as part of the shift pattern (between the hours of 8am and 7pm)
• Provide cover or deputise for other analysts in their absence, either within the same team or across teams.
• Undertake ad-hoc projects as agreed with the Management team on behalf of the Remote Support Centre that may involve site visits, client meetings or vendor management.
• Show an outward commitment to actively develop personal knowledge
• Comply with all company, department and client policies and procedures to include attending team meetings and completion of all administrative tasks.

Essential experience

• MSP experience supporting numerous clients on a busy service desk
• Windows 11
• Active directory
• Group policy
• MS Office 365 Admin
• Intune
• Basic networking fundamentals
• IT Glue
• Autotask - preferred

Key Performance Indicators

• Receive outstanding responses in client questionnaires
• To respond to the day to day Incident and service request volumes to a high level of service
• To provide an exceptional level of customer service to all of the Company’s clients
• To ensure that all incidents/requests are dealt with within the contracted SLA timeframes
• Design and create knowledgebase documents to aid teammates with troubleshooting