Help Desk Technician

1st Line Support Engineer

Location: Gateshead

Salary: Competitive

Contact Type: Full-Time, Permanent

About us

At Agilico we’re on a journey to build a better future for our people and planet. We’re proud to be the UK’s pioneering Circular-First workplace technology business.

From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, we’re dedicated to integrating sustainable practices throughout our operations.

We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow.

We are delighted to be recruiting for a First Line Support Engineer to provide exceptional technical support to our expanding customer base, in line with an exciting new MSP business venture.

The role

Key responsibilities

• Being the initial point of contact for telephone enquiries from contractual clients in order to log tickets and collect information surrounding issues.
• Triage incidents whilst on the phone with our customers, with a view to locate the route cause of an issue and complete first-time fixes where possible.
• Provide excellent customer service as you are the voice of the company.
• Provide ongoing support with clear and concise verbal and written communication.
• Log tickets in the support system and escalate relevant issues to second and third line where appropriate.
• Work within our service level agreements across both telephone and email support.
• Manage issues appropriately and in a timely manner.
• Work as part of a close nit team.
• Be proactive in your approach to system alerts and general activities.
• Maintain a high standard of documentation, keeping any documentation up to date as well as any knowledge base articles.

Required Skills & Experience

• Ability to approach issues logically with an aim to get to the route cause.
• Customer service focussed with the ability to adapt and respond to all types of characters.
• Experience within a first line role is a must, preferably within an MSP but not essential.
• Exceptional customer service skills.
• Strong knowledge of Windows 10 and 11, Apple OS is desirable.
• Microsoft accreditations advantageous.
• Experience in O365 ecosystem and Cloud technology.
• Be able to setup users, including Active Directory and O365.
• Knowledge of VOIP and telephony is advantageous.
• Willingness to learn, adapt and overcome.
• Understanding of ITIL Framework is essential.

What’s in it for you

In return for your hard work we offer a competitive salary and benefits package, to include:

• 23 days holiday rising to 28, plus bank holidays
• Pension Scheme
• Healthcare Cashplan
• Voucher and discount hub
• Cycle to work scheme
• Free Parking
• Ability to work from home