1st Line Support Engineer

Liberty Recruitment Group is proud to be working with a fantastic Managed Service Provider who are looking for a 1st Line Support Engineer to join their growing helpdesk team.

Located in Waterlooville, with hybrid working available (3 days a week in office) you will be the first point of contact when a customer has a technical issue. You’ll use your inquisitive and technical capabilities to question, troubleshoot and diagnose or escalate their issues, whilst always providing superb customer service.

Responsibilities include: 

• Supporting customers via telephone and email to troubleshoot and perform initial diagnosis of issues.
• Prioritise incidents based on customer impact and urgency
• Document recurring issues and share with the team
• Monitor system performance metrics
• Maintain communication with the customer, escalation routes and wider team on any issues.
• Support and uphold the company’s Information Security Management System in line with ISO regulations.

To be successful in this role, you will need: 

• Previous commercial experience in a technical support role, ideally within an MSP
• Experience supporting Microsoft Windows and Apple Mac devices
• Prior support and management of Microsoft 365 products, including Exchange, SharePoint, OneDrive and Intune
• Experience with Azure
• A basic understanding of networking including DNS, VLANs and connectivity issues
• To be customer focused with a desire to provide excellent customer services
• An understanding of ITIL is beneficial
• Any computing certifications would be beneficial

What’s in it for you:

• Hybrid working (2 days a week remote)
• Private Healthcare
• Special Leave for birthdays and Christmas
• Casual Fridays with complementary breakfasts and afternoon drinks
• Volunteer Days
• Company Pension

If you have the skills and availability to succeed in this role, please get in touch with Meg at Liberty Recruitment Group to discuss further.