1st Line IT Support Engineer / Administrator to $1200 Offline

About Us: 

Our Partner- The Final Step, established in 1987, is an award-winning Managed Service Provider (MSP) recognised for its high-quality service and client trust. As a Microsoft Solutions Partner, they boast a highly qualified, experienced team dedicated to client satisfaction, strong cultural values, and continuous professional development. 

About the Role:  

• Level 1 Technical Support Engineer  
• Permanent, full-time; You’ll be asked to operate as a Private Entrepreneur 
• Working with a team of 7 engineers and a senior team 

Qualifications 

• 2-year minimum experience required 
• English Level B2 or above is essential 

What would you do most days?   

• Provide excellent customer service to external clients – reactive support 
• Act as a first responder, triaging calls and escalating according to process  
• Troubleshoot problems by telephone and remote access  
• Help improve company systems, procedures and knowledge  
• System builds, configuration    
• Diligent documentation and time-recording  

Role Requirements

• You love to delight clients by providing exceptional customer service 
• Are confident communicating with people by telephone, email and in person 
• Are well-organised, thorough and able to plan and prioritise lists of tasks according to SLAs  
• Enjoy helping people and working in a team, learning quickly and sharing knowledge  
• Love technology: especially Microsoft (Windows 11, Office 2024, Office365), Apple, antivirus, networking, backup  
• Has experience in a client-facing support role (possibly working for a fast-paced IT service provider servicing multiple clients)  
• Like to work on making yourself and your team better  
• Are a stickler for detail 
• TFS is growing and so we're looking for individuals who want to be part of that journey 

What core technologies do The Final Step work with?   

• TFS are long-standing Microsoft Partners, supporting clients with cloud services like Microsoft 365 and Azure, often migrating from on-premise Microsoft Hyper-V environments. 
• Strong emphasis on security, offering solutions such as: 
• Mobile Device Management (MS365 Endpoint Manager) 
• Multi-Factor Authentication (DUO & MS365) 
• Security Training (KnowBe4) 
• Password Management (Keeper) 
• SIEM (Perch) 
• EDR (Huntress) 
• Vulnerability scanning 
• Assist clients in achieving Cyber Essentials Plus accreditation and participate in industry peer groups. 
• Service desk is a small, customer-focused team using ConnectWise tools. 
• Support covers all aspects of IT, including: 
• Office moves and leased line installations 
• Configuring Meraki network equipment 
• Collaborating with third parties to upgrade business applications 
• Full disaster recovery tests using backup and business continuity solutions 
• Clients typically use a mix of Windows and Mac computers, as well as iPhone and Android devices. 

We Offer: 

• Flexible and Hybrid Working. 
• Engaging and collaborative work environment 
• Career development opportunities 
• 2 English lessons a week
• Private Health Insurance will be discussed with the successful completion of the probation period 
• Monthly social events 
• Team Trips abroad to the UK