1st Line Service Desk Engineer (Apprentice Considered)

At Ingenio Technologies, based at the Sussex Innovation Centre just outside Brighton, we are dedicated to providing exceptional IT services and support with a focus on cyber-security and the cloud.

As a customer-focused MSP, we strive to exceed the expectations of our growing number of clients throughout Sussex, and we take pride in our high client retention rate, which is a result of the excellent support we offer. We are a small business made up of 13 employees with a maximum of 8 in the office.

We are looking for an experienced 1st line engineer to join our busy service desk in Falmer, Brighton. We would however consider an exceptional apprentice for this role. You will be responsible for dealing with multiple service requests, liaising with customers to resolve their IT issues and also do some field work from time to time. Above all, you will have the opportunity to learn, develop personally and grow your career.

We have grown year on year and have a fantastic helpful and friendly culture - you will be surrounded by great people. Everyone has a 'can do' attitude, works hard and we celebrate the successes together.

What you’ll be doing

• Provide tier 1 helpdesk support to customers via phone, email, phone and in person.
• Answer the phone within 3 rings and perform outbound calling over emailing as much as possible.
• Troubleshoot and diagnose issues across software, hardware, telecommunications systems.
• Follow up with customers to ensure full resolution of issues.
• Make sure that customers confirm issues are resolved before closing tickets
• Install and configure software and hardware systems for new customers.
• Record troubleshooting events and problems and their resolutions in the CRM system.
• Record accurate time usage during working hours via the time management system in the CRM.
• Document and publish documents for customers and colleagues to troubleshoot issues independently.
• Identify and suggest possible improvements to existing procedures.
• Troubleshoot issues provided to the ticketing system within the CRM
• Work to your daily scheduled calendar set out by the service desk co-ordinator
• Escalate issues that are unresolved over 45 minutes to tier 2
• Manage customers’ expectations using the ticketing system and telephone with clear communication
• Work closely with the service desk co-ordinator to ensure tickets are kept within SLA
• Follow clearly defined policies and procedures set out by the service management team
• Maintain procedures and policies to achieve and maintain Cyber Essentials accreditation internally and for external clients
• Field support / smaller project to clients in Sussex. Company pool vehicle available

Who you are

• Strong willingness to exceed expectations
• Constantly learn and develop.
• Creative and logical approach to problem-solving.
• Have lots of energy and enthusiasm for technology and helping others.
• Willingness to take the initiative to achieve common goals.
• Be friendly, sociable and be part of a great team culture
• A track record of exceeding your personal targets and quotas
• Honest and ethical approach with a focus on customer service and satisfaction
• Ability to see solutions through to completion.

What you need

• Proven experience within a MSP IT support-based role.
• Working knowledge of antivirus software and spam filtering systems
• Excellent troubleshooting skills
• A good understanding of administration of Microsoft Windows platforms (8/8.1/10)
• Technical understanding of networks: WAN and LAN Connectivity, including routers, firewalls and security
• Knowledge of Microsoft Office Suites and Microsoft Office 365
• Knowledge of Windows server administration: Active directory
• Drive to achieve goals
• Keeps up to date with IT knowledge
• Confident and well presented
• Develop and maintain superb working relationships with clients
• Excellent communication and presentation skills
• Self-management skills (this role requires autonomy, accountability and responsibility)

Perks

• 25 Days' holidays + bank holidays
• Long term sickness insurance
• Private Health Scheme after probation
• Access to pool vehicle for work related activities
• Secretlabs chairs
• Standing desks
• Bean to Cup coffee machine and free soft drinks
• Free, plentiful on-site car parking
• 10 minutes' walk to Train and bus stop
• 6 BP EV charging points
• Summer and winter parties

Job Type: Full-time

Salary: £20,000.00-£26,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Schedule:

• Day shift
• Monday to Friday
• No weekends

Work Location: One location

Reference ID: 1st Line Service Desk Engineer