1st Line IT Support Engineer

Job content

PLACE OF WORK:
Orpington, Kent & Field Based

DEPARTMENT/UNIT:
Technical Support

WORKING HOURS:
Full Time 40hrs per week

SALARY RANGE:
Very Competitive + Commission

KEY SECTORS:
Charities & SME Businesses

WORKS WITH:
Service Delivery Manager, Operations Director, and colleagues across the business.

REPORTS TO:
Service Delivery Manager

SUPERVISES:
None

Company Information

Qlic Limited was established in May 2002. We supply IT & Web services to businesses throughout the UK. Qlic has earned an impressive reputation as a result of our professional approach, vast industry knowledge and expertise, outstanding customer services and account management. We offer a host of different IT, web, software, cloud and online marketing solutions to SMES, national charities and large corporates.
We are professional, and excellence driven. It is within our culture to deliver a customer centric service that goes beyond expectation and we are proud of the reputation we have earned within the industry. Above all else we have a strong team ethic, we work hard to create an environment where our staff can flourish, as happy staff result in happy customers in our experience.

Job purpose

You will be working as part of the support desk team and your primary role will be to take initial contact support calls in a variety of technologies. This includes liaising with clients to resolve support queries to Service Level Agreements (SLAs) and supporting other team members with hardware lifecycle management. The ideal candidate for this role will be a confident individual, who has a keen interest in learning and enthusiasm to progress, as well as decent level of technical knowledge. Initiative to fault find, team working skills, along with a good phone manner and the ability to deal with customers face to face is key to the role.
Prior experience within the industry is necessary to the role. A driving license and access to a car is preferable, but not necessary. Knowledge of IT, cloud solutions and Managed Service Provider background would be advantageous. Excellent communication skills and computer literacy is a must.

Skills, Attributes and Responsibilies

Help desk support - answering support calls from clients and processing support emails.

Logging calls on our internal ticketing system, using own initiative and taking ownership of queries.

Investigating and resolving support queries to completion.

Maintain sufficient knowledge of supported products

Seek to continuously enhance knowledge of the products and hardware within the modern IT market.

Great communication skills, ability to summarise and simplify complex

Ability to learn new software and technologies

Calm composure under pressure

Previous experience providing 1st line support is preferable

Technical Requirements

Comptia N+ or equivalent Experience Preferable

Exposure to Cloud Services – including Office 365, SharePoint, Google Drive, Dropbox

Experience specifying/configuring/troubleshooting user and customer issues in a changing Windows Desktop and Server environment.

An understanding of MAC OS and support issues

Understanding of basic Server OS and application installations and technical support technologies (e.g. Server 03-08-12-16 OS’s, Exchange, Server Shares, Active Directory, Printer Shares)

Benefits

On the job training to increase your technical ability and growth

20 days holiday increasing 1 day for every year of service

Pension Plan

Quarterly team incentives - Urban Golf, LaserTag, Nights out

In-house breakout room with game consoles and pool table.