24/7 First Line Service Desk Engineer

Job Overview

This position offers an excellent opportunity to advance your career in the IT industry. You will serve as our first-line engineer within a highly respected Managed Service Provider. As an integral member of our support team, you’ll be the go-to person for resolving technical issues and ensuring clients receive first-class service.

As an IT Professional, you will be at the forefront of our company, operating within our Service Desk to answer calls, log tickets, manage ticket queues according to our SLAs, and provide technical support and customer service to our clients. Your commitment to delivering exceptional service will be essential as you engage with clients to troubleshoot and resolve a spectrum of computer-related challenges, spanning both software and hardware, with the utmost efficiency.

Thriving in a fast-paced, dynamic environment, you’ll support clients across various platforms, including internal systems, applications, on-premises infrastructure, QuoStar’s Cloud environment, and public Cloud Services. This role promises not just challenges, but opportunities for growth.

Key Responsibilities

• Possess excellent communication skills and a drive to deliver outstanding customer care as our clients’ first contact into our Service Desk.
• Demonstrate the ability to deliver calm and confident service when communicating with our clients, end users, and third parties via telephone, email, and remote support tools to log incidents, prioritise service requests, and provide regular ticket updates.
• Have exceptional written and verbal communication and customer service skills, enabling confident liaison with clients over the phone and by email.
• Promptly identify issues, agree on priorities, and allocate tickets/calls in a timely manner as per company SLAs.
• Log all incidents with appropriate documentation and troubleshooting, with support from your Team’s Tiered engineers.
• Route incidents to appropriate support engineers after initial troubleshooting steps.
• Manage the Service Desk ticket queues to ensure Response and Resolution SLAs are met.
• Demonstrate a natural flair for learning and utilising QuoStar’s internal Service Desk systems and any other tools required to fulfill your role.
• Undertake any training required by QuoStar.
• Follow policies and procedures to comply with QuoStar’s ISO20000 and ISO27001 accreditation.
• Manage your own time and dispatch incidents and requests for change within our set SLAs.
• Strive for continuous improvement in all aspects of your work.
• Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
• Share your knowledge, experience, and work ethic with other members of the QuoStar team to aid their development and exceed QuoStar standards.

Essential experience, skills and qualifications

• Preferably at least 1 year of experience or some experience working in a Customer Service environment. Candidates should have experience providing technical support in a Service Desk environment or other relevant experience in a Client Service-oriented and Client-Facing environment.
• Client Serviceability and the ability to understand and record details of issues to log a ticket.
• Desire and attitude to learn and increase existing knowledge of the MS Stack.
• Excellent communication and documentation skills.
• Minimum of 4 GCSEs or equivalent of Grade C/4 or above.
• A clean UK Driving license and own car.

Desirable experience, skills and qualifications

• IT degree, A-Level, or equivalent.
• Previous IT Support experience would be appreciated, however strong graduates will also be considered.
• Understanding of Active Directory/Group Policies.
• Understanding of antivirus products and technologies.
• Working knowledge of PC Hardware, Networking, and MS Operating Systems.
• A good understanding of MS365 products and Admin Console.
• General knowledge of LAN, WAN, Wireless, and Firewalling would be desirable.

Working Hours:

We operate as a 24/7, 365-day company. Shift hours will include:

• Dayshifts: 07:00-16:00 / 08:00–16:30 / 09:00–17:30
• Evening Shifts: 15:00–22:00 Monday – Friday
• Night Shifts: 20:30 – 08:30 Monday – Sunday on a 4 on/4 off shift pattern
• Weekends: 08:30-20:30 Saturday & Sundays

These shifts are pro-rata, and a shift rotation will be in place to cover these hours. Out-of-Hours Shift Bonus & Weekend Bonus paid as extra.

This role is suitable for someone who:

• Is driven, flexible, has a can-do attitude, is approachable, genuine, takes ownership, and is fully focused with a desire to live and breathe these QuoStar Values.
• Has a passion for technology and delivering outstanding Client Service, taking the lead where necessary and sharing your technical knowledge.
• Is a determined and resourceful individual. You will enjoy problem-solving and be able to think on your feet and find a solution, even when dealing with unfamiliar technologies.