IT Careers at Dragon IS

IT Systems Engineer – 1st Line

The Role

We require a well presented, articulate and enthusiastic Support Engineer to complement our existing team and become a key player within the organisation. The successful candidate will have some experience or will need to learn to adapt to a thriving MSP environment. Must be a Customer focused, well organised, enthusiastic individual who will provide support to external customers, assisting them with hardware and software problems. You will be troubleshooting, installing, maintaining and supporting a wide range of IT systems, typically for up to 150 users.

The role requires the following attributes:

• To provide comprehensive 1st/line technical support, answering support queries via telephone, email, remotely and customer facing onsite.
• Professional telephone conduct with proficient writing skills.
• Strong documentation skills.
• Maintain a high degree of customer focus for all support queries and to adhere to all service management principles.
• To take ownership and be proactive when supporting all Clients.
• To log and manage all incidents assigned to you in accordance with Service level agreements in the Call Logging systems.
• Support Clients in the use of Technical equipment by providing necessary training and advice.
• Assisting and working as part of the Telecoms team.
• Administration of Telephony systems (training provided).
• Assisting with training Customer on using Telephony system (training provided).
• Assisting with project co-ordination/administration.
• Assisting with telecoms project deployments.

The Candidate

• You will be a Customer focussed 1^st line analyst looking to increase development within the team up to a Second line analyst position, over time.
• Preferably 3-6 months commercial experience, some experience of supporting multiple technologies would also be highly advantageous for this role.
• You will need to be flexible to the needs of the business and show dedication to the task in hand through to completion.
• Some experience in supporting Microsoft Operating systems, including Desktop Windows O/S 7 – Windows 10.
• General understanding of Networking Protocols and TCP/IP fundamentals would also be advantageous.
• Microsoft Office 365 and SharePoint awareness and experience are also highly desirable. With knowledge on how to administer Active Directory, Microsoft Exchange and Office 365.
• This role requires a good level of experience in deploying and supporting Microsoft Office Suites as well as some basic Computer hardware troubleshooting and installation experience.
• PC setup, configuration and deployment on customer sites.
• Working knowledge of configuring Printers on laptops/desktops.
• Any ITIL, Microsoft, Cisco and Apple qualifications would be beneficial to your application.