1st Line IT Support Engineer

Dartford, Kent
To £20k
12 Mar 2018
16 Mar 2018
Contract Type
Full Time

1st Line IT Support Engineer

To £20k



Responsible for all onsite service and support needs for customers.  This relates to all technology, to include: workstations, servers, printers, networks and vendor specific hardware and software.

Essential Duties and Responsibilities:                        

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Experience in Cloud Based Products like AWS, Azure and O365 will be an added advantage
  • Experience in IP Telephony / Unified Communication technologies
  • Strong networking background, knowledge of IP protocols, routing, and switching, WAN and LAN connectivity, firewalls and security
  • Implement and support disaster recovery solutions
  • Remote access solution implementation and support: VPN, Terminal Services and Citrix
  • System documentation to include system reviews and recommendations
  • Installation of hardware and software applications
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

    Additional Duties and Responsibilities:

  • Improve customer service, perception and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within agreed service levels
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customers’ needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

    Knowledge, Skills, and/or Abilities Required:

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, VMware VCP, Azure or AWS based certifications.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Logical analysis of issues and systematic approach towards their resolution
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all the organisation’s key IT services for which support is being provided
  • Understanding of support tools, techniques and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

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