1st Line Support Engineer

1st Line Support Engineer London – Hybrid working (post probation – 3-4 days a week in the office, 1-2 days remote) Up to £28,000 DOE About Fitzrovia We are currently looking for an experienced 1st line support engineer to join our expanding team. Fitzrovia IT are a leading MSP, providing first class IT support services to increase efficiency, decrease outgoings, minimise system downtime and boost performance. We believe that prevention is always far better than a cure so we offer strategic support plans that are both proactive and flexible allowing us to eliminate problems before they occur so you can maintain your competitive edge We have been accredited by Best Companies for 2023 as being one of the top 25 Best small companies to work for in London, Top 50 Best Small Company to work for in the UK and UK’s Top 25 Best Company to work for in Technology. We are also a Microsoft Solutions Partner and hold an Investors in People Gold accreditation. Job Description Purpose of Job: You will take a supporting role in the in the management and resolution of customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional Fitzrovia services and effective Problem Management. Job Specifications: Experience:

• MSP background preferable
• 1-2 years proven experience in an IT support role
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Windows Server 2016 – 2022
• Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
• Active Directory Management
• Windows 10, 11 Operating System Support
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Backup Technologies such as DATTO, Acronis
• Laptop/desktop and thin client support

Desirable Experience

• Cisco / Apple / Microsoft Certified
• Linux Support
• Knowledge of server infrastructure

Person Skills

• Highly Motivated
• Can do attitude
• Attention to detail
• Excellent communication
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required
• Good telephone etiquette

Main Tasks and Responsibilities

• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.

Benefits: Hours: 7.5 hours a day Shift pattern between 8am – 6pm (either 8am – 4.30pm, 9am-5.30pm or 9.30am – 6pm) Holidays: 20 days per year, plus bank holidays Competitive Package Offered, Vitality at Work Business rewards & Benefits, breakfast on Wednesday’s, Cycle to Work Scheme, Gym Membership, gaming nights, football plus quarterly team/company wide events! Exams towards certifications relevant for your role fully paid for by Fitzrovia IT