At enablesIT, we believe technology should always be the solution, not the problem. Because of this, we work hard with our customers to understand their needs and to deliver secure, reliable but innovative solutions that enable them to focus on what they do best.
With over 25 years’ experience of delivering peace of mind, we have built deep and trusted relationships with leading organisations across a range of industries.
We have also built a powerful, end-to-end IT capability that provides everything from consultancy and project management, through a full range of public and private cloud offerings, to the installation of physical infrastructure.
We succeed because of our people and we grow because of our people. We offer a range of roles and the flexibility to get involved in a wide range of high-profile projects. Giving each member of our team the opportunity to make a difference.
Interested? We are looking for passionate, committed individuals to join our team. If you are willing to learn, willing to share and willing to challenge, then get in touch. Together, we can shape the future.
To learn more, email us with a copy of your CV at firstname.lastname@example.org or check our current opportunities.
IT Support Engineer – 1st Line
£20,000 – £24,00
As a 1st Line Managed Services Engineer you will ensure the service delivery team is able to meet service levels for all customer contracts by providing the necessary technical expertise in response to incidents, by supporting colleagues and customers as required by the Service Desk Manager.
Main tasks of job:
Interacting with customers in a respectful, courteous and positive manner
Responding to and resolving or escalating alerts, incidents and service requests with expertise within the service level agreement.
Providing accurate technical answers that are appropriately communicated to customers
Keep users regularly informed of the progress in accordance with the service desk guidelines, managing customer expectations in accordance with SLA and professionally managing the customer experience
Listening and agreeing on facts and business impact of the issue and using available tools to implement a structured plan for resolution
Understand and log all incidents and service requests from initial call to completion
Understand and utilise proactive monitoring tool sets and deal with alerts appropriately
As required liaise with 3rd party vendors managing them to provide effective resolutions for issues
Escalate to management/senior engineers as required before service breaches
As required, attend site to perform field engineering functions
Continuously work to understanding more about customer environments contributing to site documentation ·In conjunction with colleagues provide 24/7 cover, working on a rota basis
Develop the appropriate product and services knowledge and learning about new products as requested, including passing relevant technical certifications and maintaining appropriate vendor qualification required by enablesIT
Implement and maintain internal systems in line with enablesIT business requirements and security and compliance procedures
Assisting in the enablesIT continuous improvement process supporting UK services delivery and technical management as required
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
If this is the role for you please send your CV to email@example.com