Job Title: 1st Line Support Engineer
Location: Stansted
Salary: £22,500 – £28,000 (dependent on experience)
Job type: Full Time
Harrods Aviation is a widely recognised leading company in the General (Private) Aviation industry. We are committed to employing the very best individuals who can demonstrate and deliver the very highest level of customer service.
The Role:
To provide exceptional 1st line support to 300 users, both onsite and remotely, by effectively managing all support requests through to resolution whilst building relationships with our internal customers.
Principal Accountabilities:
- Being first point of contact for all inbound service requests raised by various communication channels. Initial triage and prioritisation of new support calls and escalating to 2nd/3rd Line to ensure a timely resolution and closure.
- Appropriately logging service requests and dealing with password resets, processing new user requests, account changes, deletions, installing new equipment and undertaking office moves.
- Diagnose and resolve basic issues with laptops, desktops, mobile phones and printers.
- Identify and troubleshoot basic network issues.
- Provide support for standard applications used within the business such as Word, Excel, Outlook, Teams, SharePoint and other Microsoft 365 products. Troubleshoot using remote access tools appropriately.
- Maintaining and administering user accounts via Active Directory.
- Supporting business critical applications and all in house related software, including user provisioning.
- Undertake PC/Laptop builds with OS and software deployment via SCCM and PDQ.
- Administering, monitoring and patching Microsoft Servers in a VMware ESXi virtual environment.
- Controlling, managing and reporting of all site assets.
- Develop solutions database to aide end user self-service support.
- Identifying and recommending any improvements to existing support procedures, in order to deliver efficiencies or improvements.
- As required, work closely with external providers to ensure any support requirements are delivered to assist in call resolution.
- Ensure all data protection activities complete successfully on the pre-arranged schedule.
Working Hours:
- Full-time position, working 40 hours per week, Monday to Friday.
- Some out of hours support will also be required on a rota basis.
- Travel to remote bases will be required from time to time.
Skills & Experience:
You will need to have the ability to build effective relationships with both colleagues and internal customers, to ensure the lifecycle of incidents and service requests are completed to the customers satisfaction. An ability to prioritise, organise and escalate workload issues to your line manager, in a timely manner is essential to being successful within this role.
You should have good problem-solving skills and have previous experience working within a customer focussed environment.
You should be a good communicator with excellent telephone skills and high levels of written and spoken English.
You will need to be able to cope well under pressure as well as be able to work independently or as part of a team.
You should have good knowledge of:
- Windows Server.
- Exchange Administration.
- Office / Office 365.
- Windows 10.
- Active Directory / DNS / DHCP / Group Policy.
- SCCM / WSUS.
- Microsoft Data Protection Manager.
- Networks Printers and Multi-Functional Devices.
Knowledge of the following would be considered beneficial:
- ITIL Framework.
- GDPR and UK Data Protection legislation.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of: 1st Line Technical Support Advisor, 1st Line Technical Support Analyst, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Support, IT Customer Support Advisor may also be considered for this role.
