About the role

NRG is thrilled to be partnering with a well-established and rapidly expanding MSP in their search for a skilled 1st Line Support Engineer. This role offers a fantastic opportunity to deliver outstanding technical support to a growing customer base. Our client is experiencing a significant period of growth and is dedicated to fostering a dynamic and ambitious work environment, with a strong focus on the professional development of their team.

This opportunity is based in Gateshead with the opportunity for hybrid working.

Responsibilities:

• Act as the primary point of contact for handling telephone inquiries from clients, ensuring tickets are logged and necessary details about issues are gathered.

• Diagnose and analyse issues during calls with customers, aiming to identify root causes and resolve problems on the first attempt whenever feasible. Offer continuous support through clear, concise verbal and written communication.

• Record incidents in the support system, escalating more complex issues to second or third-line support teams when required.

• Adhere to service level agreements for both phone and email-based support interactions.

• Handle issues effectively and efficiently, ensuring they are resolved within appropriate timeframes.

• Collaborate closely with team members to maintain a cohesive and supportive work environment.

• Take a proactive approach to monitoring system alerts and managing day-to-day tasks.

• Ensure all documentation is accurate and up-to-date, including internal documentation and knowledge base articles.

What we are looking for: 

• Hands-on experience with the Office 365 and Cloud technologies.

• Proficient in user setup, including Active Directory and O365 configuration.

• Strong  awareness of the ITIL Framework is a critical requirement.

• Logical approach to problem-solving, with a focus on identifying root causes.

• Strong customer service orientation.

• Exceptional skills in delivering high-quality customer service.

• Solid understanding of Windows 10 and 11

Desirables: 

• VOIP and telephony systems

• Microsoft certifications

• MSP

• Apple OS knowledge

For more information or to apply, click Apply Now and a member of our team will be in touch.