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1st Line Support Engineer

  • Location: London
  • Salary: Basic salary + bonus
  • Contract hours: FullTime

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About the job

About WavexWavex Technology is an award winning, independentIT firm offering a secure and fully managed IT services. We design, deliver andmanage solutions to meet our client strategic IT needs, across Cloud, Infrastructure,Connectivity and End-User services.
Wavex has launched a new and exciting service product (called UNITI®). Designed to disrupt the IT managed services sectorand unmatched by competitors, it is seeing incredible interest from potential customers.In order to capitalise on this demand and on our market leading position, weare recruiting 1st Line Support Engineers to join our service deskteam and work with us to meet our ambitious growth plans.
Aboutthe role
Reporting to the Support Team Leader, the 1st line Support Engineer isresponsible for providing excellent customer service and specialist 1stline support to Wavex and its wide range of Wavex clients (including Wavexusers as a client). You will work as a key part of the Service Desk team, toresolve IT incidents ensuring department KPIs and Service Level Agreements(SLAs) are met.
Responsibilities
DesktopSupport
Provide remote support to the external Wavexcustomers
Identify repeat incidents as problems and assistin their resolution
Administer Microsoft Office and core applicationsupport
Administer Active Directory (create new users,support leavers process, password resets and other daily tasks, as and whenrequired)
Administer Group Policy (configure policies todeploy settings to users, groups and potentially the entire company)
Administer Exchange and Office 365 environment(configuring mailboxes, distribution groups, calendar permissions and otherdaily administrative tasks as and when required)
Administer Windows servers (i.e. free-up diskspace, check if services are operational to keeping the infrastructure running,etc.)
Customermanagement
Close outstanding incidents. Once the client issatisfied, ensure relevant details are logged within the call
Deal with issues of a critical nature displayingexcellent communication to Clients
Processes
Follow internal and Client-specific processes. Bethe ambassador for the process best practice
Manage Wavex Assets ensuring that Assets aretracked at all times.
About the person
Professional
Reliable
Attention to detail
Possess sense of urgency / proactive
Team player
High level of empathy when dealing with customers

Experience

Must have
Experience of working in service desk environment,supporting external clients
Good understanding and practical experience ofownership of logging, updating and closing incidents within specified SLA
Experience of administering/supporting and troubleshooting virtual server environment (within Windows Server 2008 and onwards, Exchange 2010 and onwards)
Experience of administering and troubleshootingMicrosoft Office (2007 and onwards) and Citrix systems
Good knowledge of the following technologies:
Windows 7 and 8
Symantec
Active Directory administration (adding, removingusers, resetting passwords etc.)
Group Policy management (configuring and editingGPOs)
Exchange Office365 management
Package
Basic salary + performance related bonus
Flexible working hours
21 days holiday plus 8 days bank holidays
Additional day off on your birthday
Earn holiday with your years of service
Private dental and health insurance
Pension scheme
Technology purchase scheme
Access to corporate gym membership discounts
Cycle to work scheme
And more!

Location

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