1st Line Support Engineer

The company is a multi-award-winning operations management, consulting and digital solutions provider to organisations in highly regulated markets, including insurance, financial services, utilities, communications and to regulatory bodies. Our core services include Claims solutions, Insurance services Customer solutions and recently created division for North American Claims Solutions. As 3rd Line Systems Engineer you will assist the IT Operations Manager in the delivery, monitoring, maintenance and support of all IT infrastructure to support Group operations across Claims Solutions, Insurance Services, Customer Solutions and North American Claims Solutions. Job Purpose: To provide first line helpdesk support to clients, assisting them with hardware and software problems via phone and email and helpdesk software. Duties and Responsibilities: To provide 1st line technical support; answering support queries via phone and email. To support users remotely. To maintain a high degree of customer service for all support queries and Adhere to all service management principles. To take ownership of user problems and be pro-active when dealing with user issues. To triage all calls and log on the call logging system. Respond to enquiries from clients and help them resolve any hardware or software problems. Maintain a log of any software or hardware problems detected. Support users in the use of computer equipment by providing necessary training and advice. Carry out daily client systems checks, reporting to IT Manager where necessary. Be responsible for in-house system back-ups. All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements Skills & Experience: Previous 1st/2nd line support experience for software and hardware fault resolution. Excellent communication and customer service skills. VMware experience beneficial but not essential. Strong working knowledge of Microsoft based operating systems. Active Directory and Exchange Server Administration. MS Office Good working knowledge of LAN/WAN principals and TCP/IP protocols. Understanding of PC hardware set-up and configuration. Microsoft Certification desirable. 'Hands on’ approach and a willingness to learn. Experience of working within regulated businesses. Full Driving Licence and access to own transport. Continuous Improvement Share best practice and promote innovation. Promote continuous improvement mindset across all areas of Group IT