OVERVIEW

As a 1st Line Support Engineer for Iconology, you will provide day-to-day support and troubleshooting from our offices. You will also work on-site doing Installations for our customers who are located in the Kent and London area.


RESPONSIBILITIES

• Work as part of a team to provide technical support for customers’ existing hardware and/or software installations and resolve as soon as reasonably possible using the resources available to you.
• Answer customer phone calls, log support tickets and work on them through to resolution
• Assist to Build and Configure new hardware including Wireless, Switches, Servers, Workstations and Laptops.
• Install, configure and support Desktop Operating Systems (Windows 10 Professional or higher) as well as basic support for Server applications.
• Respond to alerts from our monitoring system to provide Pro-Active maintenance, resulting in fewer outages and downtime for our customers.


SKILLS & REQUIREMENTS

• Good to excellent understanding of Microsoft Desktop operating systems (Windows 10 or higher).
• An understanding of Microsoft Server operating systems, Windows Server, as well as related applications such as DNS, DHCP, SharePoint, Exchange.
• Knowledge in cloud infrastructure such as Office 365.
• Eagerness to learn more and get certified on our core products including Desktops, Servers and networking hardware.
• Basic knowledge of Apple Mac operating system as well as iPhone / iPad device troubleshooting including other mobile vendors (HTC, Google, Samsung etc.)
• Demonstrate a good level of troubleshooting and show the ability to diagnose and resolve potentially complex issues through to their resolution with assistance from 2nd and 3rd line Engineers.
• Excellent and friendly attitude when dealing with customers both on the phone and in person, as well as the ability to explain issues in a way the customer can understand.
• Excellent writing and verbal skills, most of your work will be written and customer-facing (emails, telephone, documentation etc.)

• Be able to demonstrate your ability to work as part of a team to resolve issues, but also work on your own installations and project work when required.
• Clean full drivers license and car

OTHER INFORMATION

Hours: Monday – Friday 09:00 - 17:30 (Out of Hours may be requested with notice)
Salary: £17,000 - £20,000
Holiday: 20 Days + Bank Holidays

Iconology offers a competitive salary as well as taking pride in offering a fun, friendly and creative working environment.

Lastly, we encourage our staff to play further key roles in our ongoing expansion as we build our business, as such there will be plenty of opportunities to progress your career within the company.