Technical Support Engineer (Level 1) Job at Kingston upon Hull Full Time NEW

We’re recruiting for a role within our Service Desk Team, where you’d be responsible for handling initial technical issues, providing efficient solutions, and escalating complex problems to senior support engineers. The ideal candidate should have a strong customer service orientation, excellent communication skills, and a fundamental understanding of IT systems and technologies.

KEY RESPONSIBILITIES

• 1st Line Support: Respond to IT support requests via phone calls and tickets, providing first-response resolutions wherever possible.
• Incident Logging and Triage: Accurately log incidents and service requests within the ticket system, assigning priority levels based on their urgency and impact to the customer.
• Troubleshooting: Diagnose and resolve common technical issues, including hardware, software, and network problems.
• Escalation: Escalate complex issues to Level 2 or Level 3 support engineers when necessary.
• User Assistance: Provide user guidance and support for basic IT-related queries.
• Documentation: Create and maintain accurate records of support requests and resolutions.
• Customer Service: Ensure a high level of customer service and satisfaction in all interactions.
• Shift Working: The role would be performed as part of a weekly shift rotation, alternating between an ‘early shift’ (07:00-16:00) and a ‘late shift’ (10:00-19:00) with a 1-hour lunch break and the option for remote working.
• On-Call Cover: Help to cover the 24/7 emergency support service we provide to a subset of our customers, as part of a weekly on-call rota (currently 1 in every 7 weeks).

KEY REQUIREMENTS

• Technical Skills:
• Good knowledge of Windows operating systems and Microsoft 365 applications.
• Understanding of common IT hardware and devices.
• Strong troubleshooting and problem-solving abilities.
• Basic understanding of TCP/IP networks.
• Customer Service Skills:
• Customer-focused approach, with a professional and friendly demeanour and telephone manner.
• Excellent written communication skills.
• Able to communicate effectively and explain technical topics in ways that make sense to each customer.
• Organised: Ability to work in a fast-paced environment and manage multiple tasks.
• Analytical Thinker: Ability to analyse issues and develop solutions.
• Team Player: Supportive of colleagues with a willingness to collaborate and help the team.
• Proactive: Self-motivated with a strong professional work ethic and a proactive approach to working.
• Keen Interest: A desire to learn more and keep up to date with the latest in technology.
• A valid UK driving licence and own vehicle: Necessary for attending customer sites where required.

DESIRABLE EXPERIENCE AND CERTIFICATIONS:

• Previous experience in at IT support or infrastructure role, especially within an MSP environment.
• Previous experience in a customer service role.
• Microsoft 365 Fundamentals or equivalent.
• CompTIA+ or equivalent.
• ITIL Foundation or other relevant service management qualifications.
• Level 3 qualification in an IT related subject.

KEY BENEFITS OF WORKING AT STONEMERE

• Competitive Salary: Up to £28,000 per annum depending on experience.
• Holiday Allowance: 25 days annual leave plus bank holidays, plus an extra day added for every 2 years of service (uncapped).
• Annual Bonus: Linked to business performance.
• Remote Working Flexibility: Flexibility to work from home.
• Regular Progress and Benefit Reviews: Up to two reviews per year with management to discuss your progress and development (for example, pathways to Level 2 engineer), and any changes to benefits package.
• Optional Private Healthcare: Access to the company private healthcare plan, currently with AXA.
• Company Gatherings & Team Events: Regular events to foster team spirit and collaboration.
• Company Laptop & Optional Mobile Phone: Provided for work purposes.
• Free Office Parking: Convenient parking at the office.
• Time off in Lieu (TOIL) system: Time worked outside of your normal shift hours can be claimed as TOIL to take back as leave.
• Access to Online Training Platform: Study a variety of different topics to upskill yourself and develop your knowledge.
• Time Off for Private Appointments: You can take up to two one-hour private appointments FOC within any 12-month rolling period.
• Sick Pay: 5 paid days in a rolling 12-month period, then statutory pay / unpaid where necessary.
• Enhanced Paternity and Maternity Leave: To support first time parents, we offer enhanced leave to help with the most special of times.
• New Business Referral Program: If you refer a business that signs up for our support, you will receive a bonus based on their first month’s fee.
• New Staff Referral Program: If a person you’ve recommended joins the business and passes their probation, you will receive a bonus on your next salary payment.
• Access to Discount Voucher System: Log into to our online HR system to gain access to discounts for many every-day purchases.

Job Types: Full-time, Permanent

Pay: Up to £28,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay

Ability to commute/relocate:

• Kingston upon Hull HU7 0YF: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have a valid driver’s license?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Kingston upon Hull HU7 0YF