We are a fast-growing technology company providing high quality business solutions tailored to individual customer requirements, ranging from Managed IT and Telephony to Document management systems and printers.  We are delighted to be recruiting for a First Line Support Engineer to provide exceptional technical support to our expanding customer base, in line with an exciting new MSP business venture. 

1^st Line Support Engineer

Gateshead

£25,000 + on call rota paid O/T

8:30am-5:30pm Monday – Friday

Occasional on call rota

23 days holiday rising to 28 with length of service, plus bank holidays

Company Pension Scheme

Healthcare Cashplan

Voucher and Discount Hub, Cycle to Work, and Free Parking

Hybrid working after probation.

The Role:

• You will be responsible for being the initial point of contact for telephone enquiries from clients, in order to log tickets and collect information surrounding issues.
• Provide excellent customer service as you will be the voice of the company
• Log tickets in the support system and escalate relevant issues to second and third line when appropriate
• Managing issues in appropriately in a timely and efficient manner
• Being proactive in your approach to system alerts and general activities.

Required skills and experience:

• Experience in a first line role, preferably for an MSP but not essential.
• Strong knowledge on Windows 10 and 11.
• Experience in O365
• Knowledge of VOIP telephony
• Understanding of ITL Framework.

If this role sounds like something that could be of interest to you; contact BETH on 01254 781300 // bethany@serlimited.com