1st / 2nd Line IT Support Engineer

1st / 2nd Line IT Support Engineer – Borehamwood / Remote

Summary

Exciting opportunity to join an established Managed Service Provider as an IT Support Engineer!

After 16 years of consistent growth, we are expanding our workforce further. We are looking for someone with a real passion for technology and helping people.

We have a hybrid workforce where staff work some days in the office and some days at home in a dedicated workspace / home office. Most of the work we do is done remotely, however onsite client visits will be required on occasion, with the majority of our clients being located in North London, Central London and Hertfordshire.

Our clients come from a wide range of industries, including professional services, fintech and hospitality. We love working collaboratively alongside our clients, which is why we specialise in smaller SMEs between 5 and 50 members of staff. This allows us to build long-lasting and close relationships with our clients where we get to know each member of their team.

The Purpose of Your Role

Provide world class service and support for clients. Troubleshooting and diagnosing IT issues, providing remote support and assisting in the monitoring and maintenance of their computer systems and networks.

Key Responsibilities:

• Promptly and accurately log incidents and requests into our helpdesk ticketing system via phone and email.
• Answering the support phone line and dealing with incoming requests.
• Ensure customer requests are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented.
• Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs.
• Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime.
• Configure client devices for new starters and leavers.
• Accurately log time spent on tickets.
• Stay in regular contact with colleagues via Teams when working remotely.
• Speak to clients over video call (Teams / Zoom), when required.

Essential Requirements for the Role:

• Minimum 2 years’ previous experience on an IT helpdesk.
• Fluent English speaker with excellent communication skills.
• Proficient in customer support, including phone and email communication.
• Good understanding of Microsoft products and technologies.
• Ability to troubleshoot hardware issues with laptops, desktops, peripherals, and other IT equipment.
• Excellent grasp of Microsoft Windows Desktop OS and troubleshooting.
• Proficiency in Microsoft 365, with experience in the Admin Centre, User Management, Exchange and Licensing.

Desirable Requirements for the Role:

• Own transport with Full UK Drivers’ License.
• Microsoft Entra.
• Experience with Remote Monitoring / Patch Management Tools.
• Experience with Ticketing System.
• Mac OS.
• Google Workspace.
• Other Cloud services such as online backup, email filtering and antivirus.

What You Also Need to Know

As some of your work will be done remotely, you need to have a dedicated, suitable work setup, desk and chair in a quiet and private space along with a fast, stable internet connection. Working from a public space is not deemed an acceptable alternative.

Salary: A salary of £28,000 per annum plus Bonus is offered.

Why Would You Work at Achieve IT:

• Competitive salary plus Annual Performance Bonus.
• 20 Days annual leave plus UK Bank Holidays with increased annual leave based on length of service.
• Achieve IT issued laptop, monitor and peripherals for your home office.
• Friendly, helpful team who all support each other.
• We will also provide a lot of support and training for the successful candidate.

Job Type: Full-Time, Permanent