1st Line Support Engineer

Job Title: 1st Line Support Engineer

Location: Stansted / Luton (2 days a week working at Stansted airport, 2 days a week working at Luton airport, 1 day a week from home)

Salary: 27,000 - 30,000 per annum

Job Type: Permanent, Full Time

Working Hours: 40 hours per week, Monday to Friday

Out of hours support also required on a rota basis (additional on-call allowance paid in respect of this)

Start Date: ASAP

Harrods Aviation is a widely recognised leading company in the General (Private) Aviation industry. We are committed to employing the very best individuals who can demonstrate and deliver the very highest level of customer service.

About the Role:

As a 1st Line Support Engineer, you will provide exceptional 1st line support to 300 users, both onsite and remotely, by effectively managing all support requests through to resolution whilst building relationships with our internal customers.

Principal Accountabilities:

• Being first point of contact for all inbound service requests raised by various communication channels. Initial triage and prioritisation of new support calls and escalating to 2nd/3rd Line to ensure a timely resolution and closure
• Appropriately logging service requests and dealing with password resets, processing new user requests, account changes, deletions, installing new equipment and undertaking office moves
• Diagnose and resolve basic issues with laptops, desktops, mobile phones and printers
• Identify and troubleshoot basic network issues
• Provide support for standard applications used within the business such as Word, Excel, Outlook, Teams, SharePoint and other Microsoft 365 products. Troubleshoot using remote access tools appropriately
• Maintaining and administering user accounts via Active Directory
• Supporting business critical applications and all in house related software, including user provisioning
• Undertake PC/Laptop builds with OS and software deployment via SCCM and PDQ
• Administering, monitoring and patching Microsoft Servers in a VMware ESXi virtual environment
• Controlling, managing and reporting of all site assets
• Develop solutions database to aide end user self-service support
• Identifying and recommending any improvements to existing support procedures, in order to deliver efficiencies or improvements
• As required, work closely with external providers to ensure any support requirements are delivered to assist in call resolution
• Ensure all data protection activities complete successfully on the pre-arranged schedule

Hours of Work:

• Full-time position, working 40 hours per week, Monday to Friday
• Out of hours support also required on a rota basis (additional on-call allowance paid in respect of this)
• 2 days a week working at Stansted airport, 2 days a week working at Luton airport, 1 day a week from home

About You:

You will need to have the ability to build effective relationships with both colleagues and internal customers, to ensure the lifecycle of incidents and service requests are completed to the customers satisfaction. An ability to prioritise, organise and escalate workload issues to your line manager, in a timely manner is essential to being successful within this role.

You should have good problem-solving skills and have previous experience working within a customer focussed environment.

You should be a good communicator with excellent telephone skills and high levels of written and spoken English.

You will need to be able to cope well under pressure as well as be able to work independently or as part of a team.

You should have good knowledge of:

• Windows Server
• Exchange Administration
• Office / Office 365
• Windows 10
• Active Directory / DNS / DHCP / Group Policy
• SCCM / WSUS
• Microsoft Data Protection Manager
• Networks Printers and Multi-Functional Devices

Knowledge of the following would be considered beneficial:

• ITIL Framework
• GDPR and UK Data Protection legislation.

Benefits:

• Enhanced annual leave entitlements
• Holiday Purchase Scheme
• Happy Birthday Day
• Harrods Rewards Card (staff discount)
• BHSF Health Cash Plan
• Onsite Parking

Additional Information:

Please note the company is not able to offer sponsorship for this role so candidates must already possess the right to live and work in the UK to be considered.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; 1st Line IT Support Engineer, SQL, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, may also be considered for this role.