1st Line IT Support Engineer

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This is an opportunity to join a London based managed service provider who specialise in delivering secure, fully managed, IT services. They secure and manage the infrastructure and IT services that businesses rely on each day to get their work done.

They are looking for a customer centric, technically skilled, engineer to join their expanding service desk team to help support and manage a diverse and exciting technology stack across their client base.

They are a Cloud First business and they deploy and manage an advanced suite of industry leading technologies, and are always on the look out for the next killer app and service which can help accelerate their business or their client's.

If you have experience with any of the following: Mimecast, Datto, Office 365, Microsoft Azure, or Cisco-Meraki and are looking to get certified, then this is definitely the role for you!

In your first 3 months you'll be supported to obtain certifications in Mimecast, Datto and Office 365, and once completed within the first year months you'll be supported to obtain more advanced certifications.

The role includes a mix of remote and onsite work, and you'll also be involved in support and change management across our entire client base.

In addition to the exciting work and great technology, they provide a range of other benefits and perks. In addition to the 25 days annual leave and pension, they provide: health insurance with discounted gym membership; weekly free team lunches; monthly company outings / activities; and en employee share options scheme

THE ROLE

In this role, reporting to the Service Desk Manager, you will be responsible for:

- Offering tier 1 desktop support, you will be the first point of contact to all clients calling and emailing into the service desk.

- Managing the support ticket queue, you will need to create, qualify, resolve or escalate tickets coming into the service desk in a timely fashion and in line with Service Level Agreements and KPIs.

- End-to-end management of all support issues assigned

- Escalation of issues to 3rd parties as and when required

- Liaising with client's application support teams

- Ensuring documentation is up to date for every client and documenting 'on-the-fly'.

- Regular communication with clients and taking complete ownership of a case throughout the lifecycle of the support request

- As a minimum within your first 3 months you will be expected to study for and sit level 1 exams in?Office 365 [70-346],?Datto DCAT L1 Technician,?Mimecast Email Security Level 1.??

- Within your first 12 months you will be expected to study for and sit?level?2 exams in?Office 365 [70-347],?Datto DCAT L2?Technician,?Mimecast Email Security Level?2.?