Razorblue Group Hiring for 1st Line Support Engineer Job at Stirling, Scotland Full Time

1st Line Support Engineer

Reporting to the Operations Manager, you will be the initial port of call for providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.

You’ll be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the user’s issue and to explain technical issues in way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

1st Line Support Engineer package

• Base salary of £19,000 – £22,000
• 32 days holiday with the ability to purchase up to 10 more
• Private Health insurance, with Mental Health Cover included
• Life insurance
• Flexible working hours to suit you, promoting a healthy work/ life balance
• Small touches- gaming and social area, unlimited Nespresso coffee, soft drinks, and breakfast
• Personal development plan with funded training and accreditations
• Gain hands-on experience with world-class technologies

Duties and Responsibilities:

Remote Client Support (95%)

• Effectively question users to establish symptoms
• Follow guidelines and applies basic product knowledge to resolve user requests
• Escalate unresolved incidents.
• Identify and classify incident types and service interruptions to build the knowledge system
• Record incidents cataloguing them by symptoms and resolutions.
• Ensure service delivery in accordance with established service level agreements (SLAs)
• Act under guidance to record and track reliability data against the SLA
• Listen to others to understand their point of view
• Confidently present messages in a clear and precise manner
• Share information with team members to help them become more effective
• Structure written and oral communication to ensure clarity
• Accurately and carefully follow established procedures
• Check work to ensure it is complete and free from errors
• Act promptly to correct quality defects
• Build and sustain positive relationships with team members and customers
• Respect and value others and be sensitive to difference opinions and perspectives
• Be responsive to changing team priorities

Onsite Client Support (5%)

• Visit client sites on an as needed basis
• Follow guidelines and applies basic product knowledge to resolve user requests
• Work with colleagues (such as 2nd and 3rd line engineers), suppliers and customers to resolve technical problems in a timely and professional manner
• Presents a positive image of the company

All candidates must possess:

Qualification

• Completion of higher education or a relevant apprenticeship to a good standard.
• Degree or degree equivalent qualifications is desirable

Experience

• Experience of working in a customer facing environment a distinct advantage.
• Experience of working in a corporate or MSP technology and environment.

Skills

Competent with:

• All aspects of Windows desktop & application support
• All aspects of tablet and mobile device support
• Basic network troubleshooting incl. ping and trace route
• Administering Microsoft Active Directory, Exchange Server & Office 365

Be able to demonstrate:

• A strong understanding of Razorblue’s business, processes, procedures and clients
• Strong Active Directory and Exchange administrative skills
• Knowledge of Microsoft Group Policy
• An understanding of Microsoft Azure AD Sync and Azure AD Connect

An enthusiasm for new technology with an interest in learning about new trends and technology and how they can be applied at a practical level would be advantageous.

About us

Technology is imperative to the success of every business, regardless of size or sector. The wave of digital transformation and workplace modernisation is one of the driving factors of our continued growth (35% year-on-year).

At razorblue, we stay ahead of the curve, adopting the latest technologies and working in partnership with industry-leading suppliers and products.

Through our quality-driven approach, outstanding service delivery and commitment to our clients, we provide IT solutions and support to over 500 businesses across the UK.

Believing in the importance of a human-approach to business, we invest heavily in the development and growth of our teams. Working for razorblue provides excellent opportunities to learn, develop and progress.

Over the years, we have cultivated a culture of professionalism, development and teamwork that empowers each of our employees.

We strive to maintain a positive approach to all aspects of working life, promoting a healthy work/life balance and equal opportunities.

If you think you’ve got what it takes to work with us, we’d love to hear from you.

Job Types: Full-time, Permanent

Salary: £19,000.00-£22,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay
• Store discount
• Work from home

Schedule:

• Day shift