Kogo Careers
1st Line Support
Kogo are looking for a motivated individual to join our ever-growing team as a 1st Line Support.
Duties and Responsibilities
- Providing 1st Line technical support, responding to incident and service requests from customers by telephone, email and monitoring system alerts
- Ensuring all new tickets are responded to within SLA
- Triage new tickets, ensuring information is recorded accurately and assigned the correct priority. Undertake troubleshooting steps to determine the issue and resolve
- Where the IT Service Desk Technician is unable to resolve an issue in a timely manner this should be escalated to the appropriate team member
- Communicate with customers as required – keeping them informed of incident progress and notifying them of impending changes or agreed outages.
- Maintain customer documentation in relation to hardware, software configurations and standard build information
- Accurately record time entries and update tickets as they are worked on
- Provide great customer service at all times
Skills and Experience
- 1 years’ minimum experience in a similar role
- Good troubleshooting and fault-finding skills
- Good customer service skills
- Good telephone manner, typing and grammar
- Experience of supporting currently supported MS operating systems– Server & Workstation. Configuration and troubleshooting.
- Experience of supporting MS 365 applications (Office, Sharepoint, OneDrive)
- Understanding of Active Directory, Group Policy, DHCP and DNS
- Basic networking abilities. Configuration and troubleshooting of switches, routers, Vlans, wifi, VPN, firewalls
- Email – MS Exchange & 365. Administration and configuration
- Azure Administration and basic troubleshooting
- Virtualisation – Hyper V. Understanding virtual servers and hosts. Configuration and troubleshooting
- Experience of remotely troubleshooting hardware including UPS, NAS, Printers
This is a full-time role (37.5 hours a week) based in East Grinstead
Immediate start
£22,000 – £25,000 PA
Send your CV to [email protected]