1st Line Support Engineer - London London, England
Job description
About the role
Working from our Chancery Lane office, you will be part of a small dedicated team delivering best in class support to the law and legal sector of London. Although this role is pitched at a 1st Line Level, you will be actively supporting tickets at a 2nd and 3rd Line level to aid your career progression.
This position is high-profile and requires an individual with solid IT Support experience. The clients are from a law and legal background, often dealing with Solicitors/Barristers; their tickets are frequently highly time critical and of a sensitive nature. It’s for these reasons we need to ensure that Customer Service is at the forefront of everything we do, with communication being the driving factor to meet client expectations. A proactive nature for problem solving is essential.
The primary function of this role is to provide experienced on-site and remote technical support to clients that are on a strict deadline. You will be acting as a primary point of contact for many of our clients and will be the on-site ambassador for Bluecube.
Key Responsibilities
- Daily visits(primarily by foot) to attend local customer premise, where you will perform various support tasks(not exhaustive);
- Device Troubleshooting (Desktop/Laptop/Mobile)
- Printer Troubleshooting/Configuration
- Network Troubleshooting (Router, AP’s, Server, UPS)
- Building customer relationships to ensure that the Engineer/Client relationship is trusted and strong
- Logging all support queries as tickets and communicating with clients to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high
- Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion
- Where necessary, act as a dedicated on-site engineer for London based Clients
Essential Qualities
- Experience in supporting;
- Device Troubleshooting (PC/Laptop/MAC/Mobile)
- Active Directory / Exchange / Group Policy / InTune
- Microsoft 365 / Azure / MDM
- Windows Server (2013/2016/2019)
- Networking (Switching/VLANs/Routing/Firewalls)
- Customer centric with great people skills
- Proactive and positive approach to problem solving and client interaction
Desirable
- Experience of virtualised Microsoft environments
- Experience with Egnyte for file storage
- Microsoft Terminal Services/RDP to support level
Personal Qualities
- Takes pride in providing a high level of service
- Regularly going above and beyond
- Strong attention to detail
- Ability to work under pressure and handle difficult situations
- Professional and well-presented
- Impeccable time management skills with the ability to prioritise effectively
Salary / package
- £25,000-£32,000 per annum dependant on experience
- 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)
- Private Medical Insurance with Aviva (after probation)
- My Staff Shop scheme discounts
- Access to internal Mental Health First Aid Champions
- Company Pension scheme with the People’s Pension (company contribution = 3%, employee contribution = 5% default but can be increased on request)
- Cycle to Work scheme
- Referral Bonus scheme
- Soft skills training
- Free eye tests
- Annual flu jab
- Standard annual holiday entitlement = 25 days per annum + UK Bank Holidays
Job Types: Full-time, Permanent
Salary: £25,000.00-£32,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free flu jabs
- Private medical insurance
- Referral programme
Schedule:
- Monday to Friday
