From infrastructure and cloud solutions to cybersecurity, managed services and beyond, our partnership-based approach delivers long-term value for our customers. In over 25 years, it’s made us a trusted provider to organisations across the public and private sectors.
We’re actively recruiting a 1st Line Support Engineer to join our dynamic Service Desk team. As our clients' first point of contact, you’ll play a pivotal role in logging, troubleshooting, and resolving service tickets efficiently within our End-User Support (EUS) Desk. This role primarily focuses on the Microsoft Stack, so a strong foundation in Microsoft technologies is essential.
Day to day, you will:
• Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
• Diagnose, troubleshoot, and resolve End User Support issues in accordance with agreed Service Level Agreements (SLAs).
• Assist with hardware deployments, including desktops, and laptops, ensuring smooth rollout and configuration.
• Onboard new customer assets into the LIMA End User Support Service Desk, maintaining accurate records and system updates.
• Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions.
• Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency.
• Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution.
• Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.
To be successful you should have skills or knowledge of these technologies:
• Active Directory
• Office 365 Administration
• Microsoft Intune
• Microsoft Teams
• Group Policy
• Basic Network and Hardware issue diagnostics
• Anti-Virus and other end-user security systems
• Basic Service Desk procedures such as New Starter Processes
Experience with the ITIL framework or a solid understanding of its principles would be a strong advantage.
Benefits:
Joining our team comes with a range of benefits designed to enhance your work experience and well-being:
• Time to relax with 25 days holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days leave each year
• An additional paid day to celebrate your birthday with family and friends
• Life assurance coverage at 4 times your annual salary
• From day one you’ll have access to Medicash our healthcare cash-back plan and after two continuous years of service have the option to join our private medical scheme
• Access to ongoing training and development opportunities to help you grow in your career
• Enhanced maternity, paternity and adoption pay after two continuous years service
• Confidential counselling and support services to help you navigate life's challenges
• Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike
• Engage with your colleagues through team-building activities and events.
• Get prime view seats for the price of a standard ticket at the AO Arena, with full VIP treatment, guaranteed seats and access to a private bar.
REF-221 226