Managed Services Engineer (1st Line Support)

The Role  

We are seeking a 1st Line Service Desk Engineer to deliver exceptional technical support and customer service to our clients. If you’re passionate about solving IT challenges and working with the latest technologies, this could be the perfect role for you!

• Provide first-line technical support to clients via phone, email, and ticketing systems, ensuring timely resolution of issues and exceptional customer satisfaction.
• Troubleshoot and resolve user problems related to Microsoft 365 applications (Outlook, SharePoint, Teams, and OneDrive) and cloud technologies such as Azure.
• Assist users with account management, password resets, and access permissions within the Microsoft 365 environment.
• Act as the primary point of contact for all technical service requests and escalate complex issues to second and third-line support teams when necessary.
• Document and manage support tickets throughout their lifecycle, maintaining accurate and detailed records.
• Deliver high-quality first-time fixes using your troubleshooting expertise.
• Communicate technical concepts clearly to non-technical users, ensuring clients are kept informed throughout the resolution process.
• Proactively identify and suggest opportunities to optimise client systems and processes using Microsoft 365 and cloud technologies.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Manage and prioritise your workload effectively to meet SLAs while ensuring outstanding customer service.
• Some visits to client sites as required.

 Required Skills

• Demonstrated experience in providing outstanding customer service in an IT support environment.
• Proficiency in troubleshooting Microsoft 365 applications and cloud platforms such as Azure and Office 365.
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Excellent problem-solving abilities and a keen attention to detail.
• A collaborative mindset and a passion for learning and development.
• Ability to research ideas and concepts in order to find technical solutions to resolve issues
• Strong system, software and hardware diagnostics, fault finding and problem-solving ability
• Experience of backup and disaster recovery solutions
• Basic Networking skills
• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar are advantageous but not essential.

The Person

You will be a reliable, responsible and trustworthy person who enjoys dealing with people and not just technology. As well as being both self-motivated and self-disciplined you will be able to:

• Work to within tight time scales and deadlines within a team and on own initiative
• Capable of managing and prioritising their own workload
• Excellent communication skills via face to face, telephone and email
• Have the ability to converse with non-technical people without technical jargon and able to build and maintain good relationships with clients and colleagues
• Understand when issues should be escalated
• Be eager to learn with an ability to self-teach in areas of uncertainty
• Possess a strong customer service ethos with a commitment to delivering an outstanding service
• Full UK driving licence

Working at San-iT

The successful candidate will be rewarded with a competitive basic salary, dependent on experience. Being a People First organisation, we believe in rewarding our team and offer a range of benefits including a generous holiday entitlement, day off for your birthday, 4-week paid sabbatical after 5 years of service, profit share, Bupa cash plan membership and 2 Sanity Days per year.

Salary Range

£23,000.00- £28,000.00