1st Line Helpdesk Engineer

My Bournemouth based client is looking for a highly competent 1st Line Support Engineer to join its Helpdesk.

Working as part of their support team, you will be responsible for assisting clients with their technical issues.

This is a fantastic opportunity to join a growing national business, the position offers career progression.

Essential Skills include experience with:

• Windows 7 and Windows 10 Operating Systems
• Office 365 Email Solutions
• Exchange2007/2010/2013/2016 Mailbox Management
• Active Directory Users/Computers Management
• Basic Client-side Networking experience
• Liaise with 3rd party suppliers ensuring faults are logged, managed and that SLAs are met
• Microsoft Office Applications
• Prior experience working within a Managed Service Desk provider.
• 2 Years + Experience working within IT Support
• Exceptional interpersonal skills, with a focus on listening, and questioning.
• Exceptional oral and written communication skills.
• Proven experience resolving incidents quickly by using remote support tools
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exposure to HP and Dell hardware. Advantageous Skills include:
• Hold a Microsoft Qualification
• *SonicWALL Experience
• Sophos Anti-Virus
• Windows Server 2008/2012/2016

Daily Job Duties to include:

• Log and resolve technical incidents
• Ensure SLA targets achieved & working to reduce SLA target times
• Report on progress of incidents and update relevant service management tools
• Ensure relevant technical documentation is appropriately maintained and available
• General day to day support
• Provide a single point of contact for end user support using all contact mediums
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Establish a quality working relationship with end users
• Understand and operate the escalation procedures

Own transport is required as there are occasions that you will be onsite with clients