Are you our new 1st Line Support Engineer?

Would you like to work for one of the UK’s largest Microsoft Gold Partners with 11 Competencies across the Microsoft Cloud, specialising in Digital Transformation through both Business Applications and Modern Work, as well as advanced Cyber Security and Networking capabilities?

1st Line Support Engineer

Reporting to: Service Desk Team Leader

Location: Tunbridge Wells

Who we are…

Infinity Group are a Microsoft Gold partner who provide award winning IT Support, Digital Transformation and Microsoft Dynamics 365 Consultancy across the UK.

With over 90 staff, we have two offices centrally located in both Tunbridge Wells, Kent and London Bridge and have recently been awarded the 2022 Feefo platinum service provider status for the 3rd year in a row.

We hold 11 prestigious Microsoft competencies and together our diverse team of IT Consultants and Service Desk Engineers are trained in the latest technology developments to ensure Infinity Group can recommend, implement, and manage the best solutions to support our clients’ businesses.

The Role

Working in our Service Desk team, you will be the first point of contact for our customer’s incidents and requests. The candidate will need to be a quick learner and retain knowledge well in our fast paced, dynamic service desk supporting a multitude of different customers.

Main Duties & Responsibilities

  • Respond to Assigned tickets of an IT nature from within our Ticketing System within SLA based on priority.
  • Responsible for providing first line support, resolving basic issues on the first call
  • Logging and escalating client’s incidents and requests
  • Meet the agreed targets for KPI’s
  • Follow all processes around the Service Desk
  • Provide Exceptional Customer Service, via telephone and email
  • Provide Service in-line with ITIL principles
  • Provide services in-line with a break-fix mentality, ensuring all others works are delegated to the appropriate teams.
  • Maintain client documentation and ensure all changes are updated
  • Provide an accurate account of time within ticketing system.
  • Ensure that escalation notes are adequately presented.
  • Actively keep skills up to date and look to new technologies
  • Act as a mentor to junior members of the team.
  • Shift pattern between home and office, broken down between 7:00-16:00 and 10:00 – 19:00.

What you need to know…

  • Strong communication skills, both written and verbal
  • Experience in a customer service role
  • A Level (or equivalent) IT or Computer Science or previous experience in a Support role
  • Knowledge of Microsoft Office, Windows 10 and Office 365
  • Knowledge of Active Directory, on-prem and Azure
  • MCP CompTIA A+, or other relevant technical certification (desired)
  • Experience working for an MSP (desired)

Personal Specification

  • Exceptional customer service values
  • The ability to learn quickly and adapt to changing requirements
  • Strong multi-tasking abilities
  • Self-motivated and able to work under own initiative
  • Excellent trouble-shooter with an eye for detail
  • Willingness to learn new skills, products and services

Company Benefits

  • Unlimited Holiday!
  • Flexible working
  • Electric Car Dream Scheme
  • 10 Days Sick Pay
  • Private Health Insurance
  • Cycle to Work Scheme
  • Pension Scheme
  • Breakout area with Pool Table
  • Paid Training
  • Paid Social Events
  • Refurbished office, including a new collaborative with a coffee machine, bar, TV and Xbox.