About ABS

ABS IT Services is a Managed Service Provider, concentrating on Hardware, Software Development, Virtualisation, Hosted Servers, Hosted Microsoft products, Telecommunications, DR Solutions, Cyber/Data Security, Website Development and Systems Maintenance. This post is part of the current recruitment campaign to support the expansion of the organisation.

ABS IT Services goal is to be competitive in the marketplace, provide innovative solutions in technologies and services and to be rewarding for customers, employees, and stakeholders in an open and fair environment.

Job Description

This list of duties is not exhaustive, and the role may require other duties to be carried out in support of the business.

Provide on-site IT support including but not limited to hardware (desktops, laptops, servers, monitors, printers, routers, Wi-Fi devices, phones), software (off the shelve and bespoke), connectivity (Wi-Fi, broadband, telephone) and Email management.
Support VM, web applications systems, MS Office, Windows OS, Service Desk Ticketing systems
Provide professional customer service experience in an effective, rapid and seamless resolution in line with the SLA timeframe
Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows
Maintain ownership of incident throughout the incident lifecycle to a satisfactory customer resolution
Maintain Pro-active communications with the customers and suppliers including escalation of incidents when necessary
Daily task management
Account management (Re-enabling/ locking accounts, password resets)
Create and maintain documentation for Level 1 support solutions and processes
Create and maintain instructional documentation for end users
Provide out of hours support
Provide remote and onsite support
Build knowledge base in the ticketing system or other approved systems
Meeting Service Desk KPIs (Key Performance Indicators)
Writing reports
Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management
Provide training where necessary
Other similar duties may be assigned

Personal Attributes

Essential Skills:

Excellent communications skills both verbally and written
Strong analytical skills
Excellent level 1 technical knowledge
Strong presentation skills
Ability to write reports and technical documents
Strong critical thinking
Must have the resilience and ability to work under pressure
Must have the ability to work alone and as a member of the team
Exceptional attention to detail
Proficiencies in computer skills in the following, but not limited to:
- Microsoft Windows 10 and office applications
- Microsoft 365
- Service Desk ticketing systems
- Anti-Virus management
- VPN Management
- Windows AD Management
Good understanding of Local Area Networks
Excellent organisational skills
Full and clean driving licence

Qualifications:

The following qualifications/certifications are desirable:

Any Valid MCP certification
Microsoft 365
Microsoft Teams
ITIL Foundation
CCNA certification
Vendor specific certification

Experience:

Extensive experience within a Service Desk (preferred 3-5 years)
Good Understanding and experience of Networking principles (TCP/IP, DNS)
Good Understanding and experience of PC, Laptop, Printer and Server hardware
Excellent understanding and experience of Microsoft office and relating technologies
Excellent understanding and experience of Microsoft Windows Desktop and Server OS

Other:

Candidates may be required to travel across the UK and abroad
Must be entitled to work in the UK

Working Hours:

Normal working hours are 40 hours per week flexed within the normal service hours are 08:00 to 18:00 Monday to Friday. Weekend work is required at times to support specific projects. Out of Hours Support is provided between 18:00 – 22:00 by the appointed engineers. Extra working hours may be required in the event of approaching deadlines or in preparation for social evenings and conferences.

Level 1 Technical Support Engineer