IT Support Engineer, 1st Line
NVOY Technologies · Greater London, England, United Kingdom
Apply & track with Apply EdgeBenefits
Pension Contributions, Team Bonus, Private Health Care, Flexible Working, and more Right to Work in the UK: Must have the right to work and live in the UK Company OverviewNVOY Technologies is a forward-thinking IT Managed Services Provider (MSP) delivering agile, and scalable technology solutions to fast-growing businesses. Our mission is to empower customers with world class IT services, ensuring a seamless, secure, and innovative digital workspace. We specialise in supporting dynamic companies with 25 - 200+ employees, helping them scale by managing IT support and infrastructure while enhancing security and operational efficiency. Headquartered in London, our team embraces hybrid working as a core part of our culture and client offering.Role OverviewThe First Line Engineer is the first point of contact for our clients requiring IT support. They are responsible for handling customer requests, incidents, and service enquiries via phone, and the ticketing system, while ensuring a professional, customer-focused experience. Maintaining key procedures, standardisation, and documentation, such as asset registers or knowledge-based articles (both internally and externally). They play a vital role in ensuring issues are logged, triaged, and resolved efficiently, where possible, whilst maintaining clear communication with customers throughout the support journey. Primary Role ResponsibilitiesAct as the professional first point of contact for customers seeking assistance via phone, and portalBe empathetic towards our customers Monitor Service Desk queues to ensure incidents and requests are responded to and resolved within agreed Service Level Agreements (SLAs) Ensuring all IT Support Requests are logged and triaged within our ticketing system Provide first-line troubleshooting and resolution for hardware, software, mobile device, and Microsoft 365 and Google Workspace issuesDeliver excellent customer service by maintaining regular communication and providing timely updates on incidents and requestsEscalate unresolved or complex technical issues to the appropriate 2nd Line engineer, ensuring all relevant information is documentedManage user admin account tasks, such as password resets, account provision/deprovision, access requests, and permissions changesSupport the provisioning, configuration, and deployment of laptops, desktops, mobile devices, and peripheralsMaintain and update asset registers and other operational records to ensure data accuracyOverview of Tasks and ResponsibilitiesProvide any supporting reports to stakeholders as and when requiredAnswering incoming calls in the first instance by phone or emailHave a sympathetic and understanding approach to all service usersProduce any follow up actions and escalate as necessary within the businessTo maintain a high degree of customer service for all support queries and adhere to all service management principles and SLAMaintain a log of any software or hardware problems detectedTo take ownership of user problems and be proactive when dealing with user issuesSupport users in the use of computer equipment as and when neededTo log all tickets through our ticketing systemTo allocate more complex service issues to the 2nd line IT engineersRespond to enquiries from clients and help them resolve any hardware or software problems Skills & ExperienceMust have worked in a customer-facing role for 1+ yearsBe familiar with ticket systems, logging and remote management and monitoring processesAble to use basic Microsoft applications, such as Word, Excel etcIn addition, any of the following would be advantageous:Google WorkspacePrevious experience working for an IT managed services provider (MSP)ITIL® 4 Foundation certificationLocation & TravelHybrid working model (remote with office/client site visits as required). Monday (NVOY Office in Farringdon), Tuesday & Wednesday (Client Office), Thursday & Friday (Working from Home)