Robert Half is recruiting for a first line support engineer for a global testing and technology firm in Harrow. Initial 3-month contract, with potential for a permanent role.
Role:
This role will support users and systems, primarily focused on supporting both within the UK and the Global Support Desk.
As a first line support engineer, you will be tasked with the following:
* Handling several open tickets and providing regular updates users within a ticketing system (FreshService
* Ensuring new IT tickets are triaged within agreed Service Level Agreement
* Liaise with other members of the IT Operations, Internal Development Teams and 3rd parties to resolve issue
* Escalating IT issues to the relevant teams where necessary
* Taking ownership through the full life cycle of any tickets which are escalated to development teams or 3rd parties
* Work with the other IT Operations / Service Desk staff in different Global Regions to enable smooth transitions of support issues using "follow the sun" methodology
* Undertaking small to medium-sized IT projects as instructed by the IT Operations Supervisor (Americas)
* Setting up and configuring new Laptops and Desktops
Requirements :
The first line support engineer should have the following experience:
* 2-4 years experience within IT Support
* Experience supporting the full Microsoft Office 365 stack
* Outlook 2007/2010/2013 configurations and troubleshooting
* Strong ability to work independently and is organised
* Ability to break down complex issues into simple terms for non-technical users
* Graduate from a relevant Bachelors Degree
* Ability to commute into their Harrow offices
Organisation:
* Global testing and tech firm
* £150 - £180 per day, Inside IR35
* 5 days on site, based in Harrow
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