First Line Support Engineer

We are hiring for First Line Support Engineer to join our Infrastructure Team. This is not your traditional IT Department. We are responsible for tech support and maintenance, but our mission is to leverage cutting-edge technology to supercharge the entire company. Our tech strategy is simple but powerful. We create best-in-class architecture by designing, implementing, and maintaining cloud-based SaaS/PaaS systems. We focus on innovation by experimenting with and improving those platforms. You'll get hands-on experience with various technologies, such as Salesforce, Marketo, Microsoft 365, Power BI, Cloud Call, and many more. The Role: You'll be responsible for setting up new hardware, administering and troubleshooting different systems and setting up new users, assisting internal staff in their use of tech (both hardware and software). You can influence our existing business processes with innovative and creative ideas. When you work in first line support, you are the frontline customer support agent. That means you must be a generalist with a broad understanding of technical procedures and products. Your job is to handle customer inquires on daily support issues like time-sensitive queries, customer's common challenges and FAQ. You aim to rectify a problem promptly for the customer.

Do you have a natural passion for technology? Are you an intuitive problem-solver? Are you looking to join a fast-growing company where you'll have an impact from day one?,

• Customer service skills: as a 1st line support agent, you provide support to users. Customer service skills like empathy and patience help you execute your responsibilities and provide the best support to users
• Analytical skills: resolving complex technical issues requires exceptional analytical skills. You must identify the cause of the problem and develop solutions. Analytical skills help you study the information provided by a user and make an informed decision on the resolution
• Multitasking skills: as a first line support agent, you handle multiple issues simultaneously. Sometimes, you must answer customers' questions on the phone while drafting an email on how to fix an issue or escalating tickets to Business Technology Lead
• Organisation skills: you need to keep accurate records of the types of problems, support and resolutions to be handled. You also must keep track of escalated tickets and follow up on their progress. That requires exceptional organisation skills.
• A basic understanding of all incidents - analysed, resolved, and reported within the agreed SLA.
• Provide courteous telephone, videoconference (Teams), and face-to-face support and, when needed, remote and desk-side assistance to users with IT and telephone-related problems.
• Understanding of supporting and troubleshooting all Laptops, Networking (Wired and Wireless), Printers, Applications, and mobile devices throughout the business
• Understanding administering Active Directory, M365, Win 11 Devices
• Responsible for asset management through the service desk application of Hanson Wade IT equipment, e.g., laptops, mobile phones, tablets, etc
• Understanding the build & delivery/deployment of PCs, laptops, and iPad tablets
• Great knowledge of basic applications (Windows, Office 365, etc.)
• Experience using help desk ticketing software such as Jira
Experience working within First Line Support at least for 18 months
• Essential Technology Experience
• M365 Administration to include Intune/Endpoint
• SharePoint - Administration and content creation
• Azure AD
• Exchange Online
• Teams & One Drive
Windows 11
• Microsoft Endpoint Administration
• Device enrolment
• Deployment policy Creation & Administration
• Software policy and deployment
• Windows Desktop Deployment
• Troubleshooting
• Deployment of Software
• Technical Analysis
Experience in building and configuring images using the autopilot process is required.
• Security:
• Microsoft 365 Defender
Windows Defender for Endpoint (MDE)
• Desirable Experience:
• Any security course or certification in cybersecurity
• Knowledge of PowerShell or Power Automated Flows
• Beginner's knowledge of Azure and Cloud solutions
  
  We offer well-being bonuses such as a personal learning budget an employee assistance programme and well-being champions.
• Private health and life insurance
• Hybrid working arrangement - you choose where you would like to work.
• Amazing social clubs such as book club, chess club, five-a-side and many more.
• 25 days annual leave plus 1 extra day each year, up to 30 days of annual leave (not including public holidays)
• Access to our Wader Hub benefits platform which include, retail, gym, hospitality, and wellness discounts.
• Volunteer day (we offer all our employees the chance to take a day on us to get out there and do some good!)
• Monthly awards and social events (we're talking sports days, karaoke nights, theatre trips, cooking courses, you name it!)
Sabbatical options after 2 and 5 years
• Hybrid working with three days in the office. £28,000 - £30,000 per annum