Job Overview

• Title: Service Desk Engineer – 24/7 Fix on First Contact (FFC) Engineer
• Team: Service Desk
• Reports to: Service Desk Manager
• Location: Lansdown, Bournemouth (Office Based)

This position is a fantastic opportunity to progress your career in the IT industry, you will be our Front-Line engineer in a highly regarded Managed Service Provider.

As an IT Service Desk FFC Technician, you will be at the forefront of our company working on our Service Desk answering calls, logging tickets and providing FFC where possible.  You will need to be passionate for providing a first-class service on the phone and email to support and assists our clients. You will be expected to interact with clients by helping to resolve their computer problems relating to software and hardware to help them get back up running smoothly again where possible.

As our Front-Line engineer you will be working in a fast-paced, dynamic environment supporting a multitude of client and internal systems and applications, on premise, in QuoStar’s Cloud environment and within public Cloud Services.

Key Responsibilities

• Possess excellent communication skills and a drive to deliver outstanding customer care as our clients first contact into our Service Desk.
• Ability to deliver a calm and confident service when communicating with our clients, end users and 3rd parties via telephone, e-mail and remote support tools to log and Fix on First Contact our Incidents where possible, prioritise our Service Requests and provide regular ticket updates.
• Have exceptional written and verbal communication and customer service skills and be able to confidently liaise with clients over the phone and by email.
• Promptly be able to identify an issue, agreeing priorities and allocate tickets/calls in a timely manner as per company SLA’s.
• Log all incidents with appropriate documentation and troubleshooting as supported by your Teams Tiered engineers.
• Route incidents to appropriate support engineers after initially troubleshooting steps if unable to FFC.
• A natural flare to want to learn and Utilise QuoStar’s internal Service Desk systems and any other tools required to complete your role.
• Undertake any training required by QuoStar.
• Follow policies and procedures to comply with QuoStar’s ISO20000 and ISO27001 accreditation.
• Management of your own time and resolution of FFC Incidents and Requests for Change within our set SLA’s.
• Strive for continuous improvement in everything you do.
• Desire to learn and improve your technical knowledge of QuoStar’s catalogue of preferred technical solutions.
• Share your knowledge, experience and work ethic with other members of the QuoStar team to aid their own development and exceed QuoStar standards.
• Once training is completed you will be expected to assist with the resolution of daily support issues.

Essential experience, skills and qualifications

• Preferably at least 1 year experience or some experience working in a Customer Service environment. Candidates should have experience in providing technical support in a Service Desk environment or other relevant experience in a Client Service oriented and Client Facing environment.
• Client Service ability and be able to understand and record details of the issues to log a ticket
• Desire and attitude to learn and increase your existing knowledge of the MS Stack
• A clean UK Driving license and own car

Desirable experience, skills and qualifications

• IT degree, A-Level or equivalent
• Previous IT Support experience would be appreciated, however strong graduates will also be considered
• Understanding of Active Directory/Group Policies
• Understanding of antivirus products and technologies
• Working knowledge of PC Hardware, Networking and MS Operating Systems
• A good understanding of MS365 products and Admin Console
• General knowledge of the following would be desirable, including:
• LAN
• WAN
• Wireless
• Firewalling

Working Hours

We are a 24/7, 365 day a year company.  Shift Rotation hours will include

• 07:00-16:00
• 08:00–16:30
• 09:00–17:30
• 13:00–20:30 (Monday – Friday)
• 20:30 – 08:30 (Nights)
• 08:30-20:30 (Weekends) – These shifts are pro-rota, and a shift rotation will be in place to cover these hours.

This role is suitable for someone who:

• Is driven, flexible, has a can-do attitude, is approachable, genuine, takes ownership, is fully focused and the desire to live and breathe these QuoStar Values.
• Has a passion for technology and delivering outstanding Client Service, taking the lead where necessary and sharing your technical knowledge.
• Is a determined and resourceful individual, you will enjoy problem solving and be able to think on your feet and find a solution, even when dealing with unfamiliar technologies.

About us

QuoStar is a fast-growing IT support and consultancy provider headquartered on the South coast in Bournemouth, Dorset. We work with growing businesses worldwide across a variety of sectors.

As a member of the QuoStar team you will receive:

• 25 days annual leave + Bank holidays
• Internal incentives and awards
• Pension plan with employer contribution
• Employee assistance and wellness programme to support physical and mental wellbeing