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]