1st/2nd Line Support Engineer - Rugby

Are you looking for a new exciting opportunity working as a 1st/2nd Line Support Engineer to be based in Rugby?

Salary: £25,000 - £30,000

• Deliver a high level of customer service for all support queries
• Proactively help resolve support tickets across 1st and 2nd line
• Take ownership of user incidents, changes, and problems, ensuring prompt resolution
• Escalate more complex issues where necessary
• Support hardware and software installations, configurations, and updates
• Assist with setting up and maintaining user accounts and permissions
• Provide guidance and support on common applications such as Microsoft Office 365
• Maintain and update documentation for common troubleshooting steps

• Experience providing 1st and 2nd line technical support, ideally within an MSP environment
• Basic understanding of networking technologies and principles
• Strong knowledge of:
• Microsoft Windows 10, Office 2013 onwards
• Active Directory (User Management)
• Office 365 administration
• Laptop/Desktop rollout, rebuilds, imaging, and support
• Understanding of WAN & LAN networking concepts, including TCP/IP, DHCP, DNS
• Excellent telephone manner and communication skills, both written and verbal
• Experience with IT best practices, particularly in relation to IT security and ITIL principles