First Line Support Engineer

You will be an integral part of the ONS Team working for a major UK based company out of our Sheffield office. You will be working on a variety of operating systems and hardware. This role will mainly involve working on our helpdesk supporting our remote customers. The post holder will promote the highest standards of customer service ensuring the most effective use of resources.
There may also be an element of onsite work or out of hours

Key duties and responsibilities

Responsible For
This post has no line management responsibilities.

Responsibilities/Duties

• Microsoft desktop support and installations


• Customer support


• Project work


• Self-audit all work and ensure it meets all applicable technical and operational quality standards


• Work efficiently and tidily, maintain a clean environment and at all times be polite to the customer


• Respond effectively and appropriately to all customer requests and enquiries


• High standard of English is needed as notes on site activity and calls are critical to our customers


• Complete work to agreed time scales


• Confident and well-spoken phone and in person manner


• Comply with Health & Safety standards


• To promote ONS values and ethos at all times, ensuring a safe and accountable environment.


• To undertake any other duties commensurate with the post as may be required by ONS


Additional duties

As appropriate, the post holder's duties must be carried out in compliance with all relevant information & data; health
& safety; finance legislation and undertake training as appropriate to ensure knowledge, understanding, and practice is

up-to-date.

Participate, support and comply with arrangements for responding to emergencies.

Skills and Basic knowledge of the active directory Qualifications

Familiarity with Office 365 and it's applications

Basic understanding of networking (DHCP & DNS particularly)

Basic networking understanding

Preferred Level 3 apprentice IT Infrastructure and support (desirable)

Reasonable knowledge of the Windows operating systems

Thinks creatively and imaginatively to solve problems and identify opportunities

Able to demonstrate having planned appropriately for future success

High ethical standards and influencing skills with the ability to engage effectively with all staff across the company

Self-confident with the ability to transmit appropriate messages to appropriate audiences

Works reliably under pressure to produce timely, accurate information and is willing to do whatever necessary to bring about results

Able to dealing with issues calmly when under pressure

Demonstrates a variety of people skills

Ability to establish positive and productive working relationships

Effectively engage and communicate with others

Shows concerns for impact - identifies the most important concerns and issues of others - modifies own behaviour to achieve the required outcomes

Able to remain approachable and professional at all times.

Able to work flexibly, including responding to high level service issues out of core hours

Able to travel to various locations within a reasonable timescale to support the needs of the company

Applicant must hold a valid UK Driving licence and have the ability to use own vehicle for work purposes (desirable)

Demonstrate a firm commitment and apply knowledge of the principles of the Data protection act 2018/GDPR