1st Line Technical Support Engineer

Job Title: 1st Line Technical Support Engineer
Salary: £22,000 - £26,000 BOE
Contract Type: Permanent
Location: Denbigh - Myddelton College
Working Hours: 8:30am – 5:30pm

About the role

As the 1st Line Technical Support Engineer, you will be predominantly site-based working for one of our IT customers - Myddelton College (A Microsoft Showcase School). You will be involved in providing technical support at differing levels to Myddelton College, your colleagues, third parties and internal stakeholders either over the phone, email or via site visit. Providing excellent customer service is something that differentiates Arrow from other organisations, and this must be something that you enjoy.

What you will be doing

• Responsible for assisting the customer with their questions about supported software and platforms, ensuring adherence to company processes, policies and customer SLAs/OLAs.
• Desktop and hardware repairs for customers
• Log information on tickets and calls received and maintain detailed and accurate records.
• Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party).
• Establish and maintain effective working relationships with co-workers, supervisors and customers.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role.
• Responsible for supporting the company’s proactive services operations and other service desk operations as required.
• Travel to and from customer sites (nationally) where required to meet business needs.
• Working at customer sites (nationally) where required to meet business needs.

Requirements

• Able and happy to complete an enhanced DBS check
• Experience of working in a technical customer service IT support role
• Exceptional customer services skills
• Exposure to working to SLAs
• Experience of working in a fast paced working environment
• Full and valid UK driver’s license
• A relevant technical qualification (desirable)
• Office 365 experience

• A good understanding/working knowledge of the following technologies: Windows Operating Systems(7, 8.1, 10), Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory
• A good understanding of IT support principles; e.g. desktop, networks, infrastructure
• Ability to use desktop software and applications- word processing, spreadsheets and graphics
• A basic understanding of Apple (desirable)
• Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
• Good numeracy/literacy skills
• Excellent telephone manner and customer engagement skills
• Practical problem solving and negotiation skills
• Strong prioritisation, time management and troubleshooting skills

Benefits

Who are we?

Arrow has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Arrow?

At Arrow we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Arrow a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• ‘Design Your Life’ training and development programme
• Flexible working
• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Arrow Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.