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1st Line Support Engineer

  • Location:

    City of London

  • Sector:

    Cloud, Infrastructure and Services

  • Job type:

    Contract

  • Job functions:

    1st Line Support, EUC, IT Support, Support Engineer

  • Salary:

    £125 - £150 per day

  • Contact:

    Kieran Daly

  • Contact email:

    kieran.daly@lafosse.com

  • Job ref:

    KDA0000_1664183129

  • Published:

    2 months ago

  • Duration:

    6 Months

  • Expiry date:

    2022-10-18

  • Startdate:

    ASAP

La Fosse is currently recruiting for one of the UK's most well-known charities to help source an IT 1st line Support for a remote role which will also have exposure to 2nd line.

Location: Remote - Office is based in Moorgate

Contract: Up to £150 | Inside IR35 | 6 Months with likely extension

Your role as a 1st Line Support Engineer

  • Responsible for 1st line desk side support, service request and incident management.

  • Supporting a portfolio of applications (including Office 365 and Windows 10, broke management solutions, and Mobile Device Management systems) and IT hardware (including desktops, laptops, tablets and mobile phones).

  • Lead on ticket receipt, triage (including categorisation, prioritisation, and initial diagnostics), investigation and resolution within SLA, where possible.

  • Escalation of incidents and tickets that are at risk of breaching SLA to line managers and to 3rd line support, when the Analyst cannot resolve.

  • Responsible for End-to-End ticket management and ensuring excellent communications with all end users, keeping them informed about the incident and ticket status at agreed intervals.

Ideally to be a successful 1st Line Support Engineer

  • Excellent communication at all levels, both written and verbal.

  • Self-motivated, driven and able to work with minimum guidance.

  • Customer facing with suitable soft skills to provide a first-class IT Service Delivery, by telephone, email and in person.

  • Organised, punctual and adaptable, with the ability to multi-task and follow Procedures successfully.

  • Good common sense/judgment.

Sound interesting? Please do apply directly for more detail.