Role Description

1st Line Support Engineer at IT Lab, London

Company Background

IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
An opportunity has arisen for a First Line Support Engineer to join the team in our London office, providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.


The Role

The key deliverables of a 1st Line Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information. The 1st Line Support Services Engineer can work on their own or as part of a small team representing the values and objectives of IT Lab. Support can be On-site at client sites or remote service desk.


Location and environment

This role will be based in our London (Russell Square) Offices; however, you will work amongst a Support Team split across client sites, London, Cape Town, Manchester and Woking offices. Our culture is non-hierarchical and one which stems from a work hard but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. If you think you are a results oriented, positive, strategic thinker as well as tactical practitioner, then the Lab is the place for you.


Required skills and capabilities
Support Services Engineer Duties and Responsibilities
• Telephony:
o answer overflow calls and attempt first call resolution.
o confirm and capture accurate information.
• Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s.
• Prioritise and manage several open tickets at one time.
• Apply extreme attention to detail.
• Effective troubleshooting skills related to your relevant area of support.
• Take ownership of technical escalation.
• Contribute to and improve internal knowledgebase, assets.
• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
• Provide prompt and accurate feedback to clients.
• Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
• Maintain data quality and accuracy standards at all times.

Requires a level of supervision, however possesses the aptitude to work independently.

Generic essential individual attributes:
• Respond appropriately and deal with queries (or complaints) in an effective manner (i.e. punctual; polite and with empathy).
• Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to resolution or escalation.  Support can be On-site or remote.
• Ask targeted questions and apply accurate troubleshooting.
• Contribute fully as an active team member and ensure personal and team objectives are achieved.
• Collaborate with other teams to maintain standards and functionality.
• Maintain a professional relationship with clients and peers.
• Utilise excellent customer service skills and exceed customers’ expectations.
• Report potential client facing risks.
• Report customer feedback and potential product request.
• Maintain a personal development plan with Line management.
• Collaborate with other teams to maintain standards and functionality.
• Undertake any other tasks as assigned by management.
• Availability during your shift hours (which may incur shift & desk rotation).
• Troubleshoot, maintain and support a wide range of systems.
• Ensure Service level agreements (“SLAs”) are met.


The ideal candidate will have/be:
• Previous experience of providing IT Support in a commercial environment
• Excellent communication and interpersonal skills
• The role is predominately remote or on-site desktop users support however experience in supporting or exposure to the following would be an advantage:
o Microsoft Exchange
o Active Directory
o Office 365
o Windows Servers (full range)
o Server Virtualisation (HyperV / VMWare)
o Local Area Networking
o Symantec Products
o Cisco LAN/WAN (routers, switches, ASAs)
o Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls
o Citrix ( XenApp/XenDesktop)
• Formal IT qualification, ideally MCSE/MCITP or multiple MCPs advantageous.


The Package
• Working hours will be 40 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)
• Offices locating in Russell Square (Central London)
• Package dependent on experience
• 22 days’ annual leave
• Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
• Continual professional development plans
• Excellent benefits such as free daily breakfasts and loads of social activities!


Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.