1st Line Technical Support Engineer

An experienced 1st Line Technical Support Engineer with relevant experience is needed to join our team at Fortis Hosting, a leading IT Services and IT Consulting company based in London on a full-time basis. 

For over 12 years, we have been providing cloud, consultancy, IT support and procurement services to Private and Public sector organisations in the UK and internationally. 

The successful candidate will be dedicated to handling initial technical calls, solving them and escalating them where appropriate. The role involves resolving issues by finding solutions and replicating customers' problems in-house.

This is an excellent opportunity to progress your career with a well-established company!

About Us

Our ethos is to work with our clients in analysing and understanding their business requirements and constraints, allowing us to design and implement solutions that reduce cost and substantially increase reliability and flexibility. All our services and solutions are completely bespoke, and we pride ourselves on having a very personal approach with all our clients.

Key Responsibilities:

• Escalating issues to suppliers and development teams to reduce any potential delays
• Conducting extensive troubleshooting to identify the root cause of an issue
• Responding to and analysing complex technical queries that may require deviation from standard procedures
• Directing clients through issue resolution, including occasional customer site meetings, providing status reports and regular updates
• Recording customer contact and activities in the helpdesk system
• Updating and managing the current working knowledge of the cloud products and services
• Working on the helpdesk providing technical support team by telephone, email and remote assistance
• Helping to manage support incidents for engineers out of the office on installations
• Extensive training will be provided for cloud products and solutions: Azure and O365 Services, Cloud backup, Hyper-V based solutions, Hosted Exchange, Active Directory, SharePoint, Web Hosting, Hosted Email, Infrastructure as a Service, and Ticket Management

Required Experience: 

• Must have an active Microsoft Certification path
• Experience working with Office 365 and Azure services
• Previous experience gained working within a customer-focused environment
• Experience with Microsoft Windows Server and Client platforms, Active Directory, IIS and Microsoft 
• Exposure to Apple MAC and Linux is desirable

Required Skills:

• Problem-solving in the course of day-to-day activity
• Good communicator with the ability to build good relationships with customers
• Analytical thinking and decision-making
• Good communicator with an excellent telephone manner and high levels of spoken and written English
• Ability to cope well under pressure
• Ability to work independently and as part of a team
• An active interest in IT and technology
• A great desire to learn new technologies and constantly push knowledge and skill sets

Benefits:

• Staff Pension
• Private Health Care
• Hybrid Working

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles including; IT Engineer, IT Technician, 1st Line Support Technician, 2nd Line Support, IT Support Engineer, IT Systems Consultant, IT Solutions Consultant, Technology Advisor, Technology Support Specialist, IT Service Desk Consultant, IT Operations Specialist may also be considered for this role.