ACSUK Ltd. has a vacancy for a 1st Line Technical Support Engineer to join our busy IT Team. You will support users and systems predominantly on HP hardware and a Microsoft environment. You will need to diagnose and troubleshoot software or hardware problems, help users by installing or configuring applications. The IT team is based within our Bournemouth offices; however, we also support our large Cambridge facility where you will be supporting our users and systems. This will also include visiting Bournemouth fortnightly if required.

Key Responsibilities:

• Install, configure, troubleshoot, support and maintain all IT equipment.
• Provide support for business applications, troubleshooting software and hardware liaising with suppliers where necessary.
• Provide advanced support for Microsoft Windows and Microsoft Office.
• Maintain and support Email, Web browsing security, Anti-Virus systems and Windows Update Services.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root cause of a problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat.
• Properly escalate unresolved issues to appropriate internal teams (e.g. senior engineers or software developers)
• Provide prompt and accurate feedback to customers.
• Refer to internal knowledgebase or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged on the Helpdesk system.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Requirements:

• Hands-on experience with Windows Operating Systems.
• Hands-on experience with Microsoft Office 365 and other MS related products.
• Good understanding of computer systems, mobile devices and other tech solutions.
• Understanding or experience with physical hardware upgrades.

Desired Skills and competencies:

• Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and helpdesk software (TeamViewer, ServiceDesk Plus etc.)
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.

Other material requirements:

• Limited travel among sites will be required.
• A current driver's licence and own transport is required.
• Overtime may be expected during busy periods.