support engineer Gateshead, England
Job description
About Aspire
At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. It is such an exciting time to join us on our journey as we continue to grow and expand!
About the role
We are looking for a 1st Line IT Support Engineer with some technical background and previous experience in providing technical support. The successful candidate will be responsible for investigating a wide range of technical issues at 1st and 2nd line support level.
The successful candidate should be a driven individual that enjoys problem solving and taking control of situations to drive home technical solutions whilst putting our customers’ needs first.
Some of the technologies the candidate would be expected to work with include; Windows Desktop/Server, VMware, Microsoft Exchange, Office 365 and RDS environments. Some knowledge of VOIP systems, ideally Mitel, would be advantageous though not essential.
What you will be doing:
A highly motivated and conscientious self-starter, your main areas of responsibility will include:
- Prioritising and assess the impact of new incidents via phone and the customer portal.
- Incident and Queue Management.
- Implementing fixes and resolving technical issues at 1st and 2nd line support level.
- Providing first point of contact support to customers and maintaining excellent customer service via; Phone, Email and the Portal.
- Liaising with internal colleagues and stakeholders to ensure that services are being delivered effectively and efficiently.
- Working within SLA’s whilst delivering efficient resolutions towards First Time Fix Rates.
You will suit the role if you have:
- A good level of technical skill, with a fundamental understanding of; Active Directory, Exchange/Office 365 Administration, Microsoft products, and Virtualisation.
- Prior experience working in a fast paced environment in a similar role.
- Excellent communication and documentation skills
- The ability to work well as part of a team and individually.
- Good decision making skills and display the willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision making process.
- The ability to look for ways to improve and promote quality.
- The ability to set and achieve challenging goals.
- Good understanding of general desktop, server, storage and networking technologies
Although not essential, it will be advantageous if you have previous experience in a similar role and have a good knowledge of current IT Technologies.
Our values
We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role, therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.
Salary
Starting salary £22,250 to £27,000 per annum (depending on experience)
Benefits
Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric
organisation is what sets us apart – we strive to look after our people in the best way we can!
- Travel benefits including free parking, subsidized travel passes and much more!
- Health Cash Plan
- Cycle to Work Scheme
- Network Benefits
- Employee Assistance Program
- Enhanced Annual Leave Entitlement (increasing with length of service)
- Enhanced Maternity, Paternity and Parental Schemes
- Enhanced Pension Scheme
- Tech Purchase Scheme
- Electric Vehicle Salary Sacrifice Scheme
- Employee referral scheme
- New business referral scheme
- Discounted Gym Membership
- Life Assurance and Critical Illness cover
Location and Working Arrangements
You will be based at Aspire’s Gateshead Head Office.
Hours of Work
Full time (37.5 hours per week), Monday to Friday – 0700 to 1900 with 1hr for lunch, although extended hours may be required to meet customer requirements. It is expected that the successful candidate will be able to accommodate changes to their working hours and also be available to work weekends & evenings as required.
Equality, Inclusion and Diversity at Aspire
Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals
to develop their true potential.
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