1st line Global Help desk Engineer

1st Line Global Helpdesk Engineer

• Support, maintain and enhance the IT infrastructure of Northern Star’s customers thus ensuring IT is reliable and robust
o Log support calls received from the client’s base via telephone or email
o Attempt to resolve calls using your own knowledge, Microsoft, HP, CRM, or a Knowledge base for class A and B clients.
o Enter/Update/Follow Up calls on the Companies Autotask system
o Be responsible for escalating calls to the relevant Account Manager if you are unable to provide a resolution yourself.
o Communicate the status of progress on support calls to the client on a daily basis.
o Submit knowledge base articles for inclusion in CRM.
o Produce daily open issues reports and communicate with the team.
o Carry out proactive support work assigned to you by your line manager.

• Perform daily IT Maintenance checks on client networks.
o Perform Daily backup checks on client systems
o Check the status of Anti-Virus and Spam products on client systems

• Monitor client’s networks using the company's proactive 24/7 managed service system.
o Monitor and action email alerts from the system
o Use the managed system to produce detailed client reports when requested
o Install managed service agents onto any machines that currently do not have this installed and assign it to the correct group.

• Ensure a high level of customer satisfaction
o Provide excellent customer service, quality, and speed of service by ensuring the support procedure is followed.
o Make suggestions on how to improve support delivery
o Ensure all calls are responded to with client SLA’s

Applicants must have the following:
• Minimum 2 years’ experience working in a 1st line capacity using Microsoft Cloud-based technologies such as Office 365 and Windows Azure.
• 1 year’s previous work experience in an “MSP” type environment.
• Excellent verbal and written ability in English.

Required skills, not mandatory but advantageous to the application-
• Can work either as part of a team or as an individual on any given task.
• The candidate must be highly motivated as well as the ability to prioritize their own workload with minimal supervision.
• Flexibility in terms of working hours.
• Industry-standard exams such as Microsoft or Cisco accredited
• 1st 2nd line experience working in MAC only environments.
• Ability to troubleshoot 1st and 2nd line MAC related issues both remote and onsite.
Employee Benefits
• Progression path
• Remote working (required)
Northern Star is the perfect company for anyone who is wishing to progress within their IT career and wants to join a fast-paced, growing company.