1st/2nd Line Engineer

Reigate, Surrey

Salary: £24-30k plus bonus opportunities

Our small but growing IT support client based in Reigate is fast growing and looking t strengthen their team. This is a fantastic opportunity for someone with Service Desk or 1st Line support experience who wants their next step and to also get involved in more in-depth IT and projects.

There is so much scope for the right candidate to really push their IT knowledge and career forward.

Duties:

• Providing technical guidance and coaching to the service desk technicians and ensuring they follow best practices and procedures.
• Communicating with customers and stakeholders at all levels, from end users to senior management, and explaining complex IT issues in simple and friendly terms.
• Escalating complex or urgent IT issues to the appropriate internal or external teams and following up until resolution.
• Monitoring and reporting on the performance and quality of the service desk, identifying areas for improvement and implementing solutions.
• Keeping up to date with the latest technologies and trends in IT service management and ensuring the service desk team has the necessary skills and tools to meet customer needs.
• Taking pride in delivering high level customer support and avoiding confusing tech jargon.

• Monitoring and reporting on service desk performance and SLA compliance and implementing continuous improvement initiatives.
• Scoping and initiating project works that will include on-boarding new customers and Office 365 migrations and coordinating with internal and external stakeholders.
• Working closely with Director

To be successful in this role, you will need:

• Experience in IT service desk management or a similar role.
• A relevant IT qualification or certification, such as ITIL, CompTIA, or Microsoft. (desirable)
• Excellent communication, interpersonal, and leadership skills.
• A customer-focused and problem-solving attitude.