1st Line Engineer

🗏Job Type

Full Time

IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.

We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.

A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.

An opportunity has arisen for a First Line Remote Support Engineer to join the Desk team in our Cape Town office, providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.



The Role

Reporting to the Team Leader, the key deliverables of our First Line Engineers can be summarised as follows:

Delivery of high quality remote support on a range of technical incidents and problems across the IT Lab client base
Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
You will be troubleshooting, installing, maintaining and supporting a wide range of SME IT systems
You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes
Work on cases remotely via phone, email and Internet
Hardware, software, desktop, network and infrastructure support
Take ownership of incidents assigned to you and manage them through to resolution.
Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
Application troubleshooting


Required skills and capabilities

The ideal candidate will have/be:

Experience of providing IT Support in a commercial environment
Excellent communication and interpersonal skills
Experience supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)
Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous but not a deal breaker
Generic essential individual attributes:

Process-focussed
Excellent technical ability in one or more key virtual team areas
Very good technical understanding of current leading technologies, suppliers and industry terminology
Able to prioritise under pressure and work to deadlines
Excellent Decision making, judgement, planning and organisation skills
Flexible, calm and approachable, ‘can do’ attitude
Solid customer relations skills to understand client/client representatives concerns and requirements
Ability to work well within team, supporting other team members
Willingness to gain relevant qualifications and accreditation's


The Package

Working hours will be 40 to 45 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)
Package dependent on experience
22 days’ annual leave
Access to a medical aid and pension scheme
Rewarded for additional IT related study
Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
Working for an established London based employer with predominantly UK based clients


Apply Here http://bit.ly/2MFw6Cg

Job id : , #71779, 12 views,

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