1st Line Engineer, 5C Services, Newbridge-on-Wye

 Job Summary

This is a fantastic opportunity for an individual at the beginning of their career looking to take the next step and progress with a rapidly growing company.

Our 1st line engineers are responsible for providing technical support to our customers remotely as well as on sites across England and Wales. Your duties will include troubleshooting issues, installation of business solutions with Microsoft and other products, resolving support queries and identifying the root cause of an issue to deliver a solution.

This role requires a highly motivated, focused, and ambitious individual who is technically minded, wishing to utilise and grow their skills and knowledge.

You will be part of our team of engineers who are passionate about IT and have a great mix of skills and experiences that they want to share with you. To be successful you will have a passion for IT and good troubleshooting and problem-solving skills with a strong focus on high quality standards and excellent attention to detail.

Please note:

·        This position will be based in our new office in Newbridge-on-Wye.

·        We are not accepting applications via recruitment agencies for this role.

·        Applicants must have the right to live and work in the UK. Sponsorship is not available.

Responsibilities

•        To provide a professional fist line support and advice to customers.

•        You will need to manage your own workload and monitor incidents to resolution in line with our processes and best practices.

•        Ensuring customer calls are managed efficiently and are dealt with professionally and competently

and that they are recorded on the system and resolved within agreed SLA’s.

•        Ensure that if required calls are escalated and communicated accurately and within the appropriate time frame.

•        Manage client’s expectations effectively and ensure the highest service levels are maintained at all

times.

•        Troubleshooting and diagnosing IT Hardware and software faults.

•        Installing, supporting and maintaining new hardware and software.

•        Undertaking routine preventative measures and implementing, maintaining and monitoring network security.

•        Working closely with other departments/organisations and collaborating with other IT staff.

•        Managing implemented backup procedures and resolving any faults and errors.

•        Research, testing and evaluating new technology.

Requirements and Skills

•        Basic Active Directory and Microsoft 365 management understanding.

•        MS Office troubleshooting knowledge.

•        MS Windows 10 -11 knowledge.

•        Basic Mac OS understanding, and knowledge would be advantageous.

•        Basic knowledge of networking protocols (DNS, DHCP).

•        Good knowledge of IT hardware/software and excellent PC skills.

•        Excellent verbal and written communication.

•        Previous knowledge working on a Help Desk or Service Desk would be advantage.

•        Ability and willingness to share knowledge across the team to aid learning and proficiency.

•        Ability to identify IT systems issues / outages and escalate where required to ensure SLA targets are met quickly and efficiently.

•        Effectively manage own time and workloads.

•        Ability to maintain professional manner under pressure.

•        Capable of being highly responsive were required and have a strong sense of urgency and a commitment to follow through.

•        Ability to build and maintain effective and productive working relationships with both colleagues, clients and third parties.

•        Flexibility and willingness to work outside normal office hours.

•        Knowledge and understanding of confidentiality.

•        A current full driving licence would be desirable as all our engineers are required to travel to customer sites.

•        Willingness to travel on a regular basis to meet customers.

•        Willingness to increase your knowledge base of IT through home-studying/Higher Education courses.

Key Benefits

·        30 days holidays incl. bank holidays.

·        Company pension.

·        Full support towards further training and development in areas of interest.

·        Use of company car for business travel.

·        Games room on site.

·        Tea and Coffee on tap.

Think you have what it takes to be part of our team? We would love to hear from you!

To apply for this position please send your CV together with the cover letter and any other relevant information not covered in your CV to; Francesca Jones by e-mail at recruitment@5cservices.co.uk or by post to our Newbridge-on-Wye office address.

If you have any questions, please phone; 01982 552 239 and ask for Francesca Jones.