CONTRACT ROLE / LONDON – IMMEDIATE START
We’re working with a growing Managed Service Provider to recruit an IT Support Engineer. MUST HAVE CURRENT DBS CLEARANCE
You’ll act as a key point of contact, handling support requests, troubleshooting issues across hardware, software, and networks, and escalating where required. The role also involves maintaining accurate records, collaborating with wider teams, carrying out site visits, and ensuring systems remain reliable.
We’re looking for someone with previous IT support or service desk experience, strong communication skills, and a proactive, customer-first approach. You should be comfortable working in a fast-paced, SLA-driven environment and able to manage your workload effectively.
Responsibilities
- Receive, log, and categorise incoming service requests and incidents via phone, email, or ticketing system.
- Prioritise and elevate issues as needed to ensure timely resolution, adhering to defined service level agreements (SLAs).
- Provide technical support for hardware, software, and network-related issues.
- Conduct initial diagnostics to identify and resolve problems or escalatiate to appropriate teams for further investigation.
- Deliver exceptional customer service by maintaining a professional and customer-focused demeanour in all interactions.
- Keep end-users informed about the status of their requests and ensure timely resolution updates.
- Maintain accurate and detailed records of incidents, solutions, and user interactions in the ticketing system.
- Contribute to the knowledge base by documenting common issues and resolutions for future reference.
- Collaborate with second and third-line support teams to facilitate efficient problem resolution.
Skills
Microsoft 365 including SCCMMicrosoft Server Operating System and Features including Hyper V / Active Directory / GPODesktop/Laptop Hardware KnowledgeApple Hardware / IOS Support
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