Service Desk Support Engineer

Role Description:

Atech Support is a growing Managed Service Provider (MSP) based near to London. Our IT Helpdesk operation is spread between UK and India We have an exciting opportunity for an experienced Desktop Support Engineer to join our growing India team. As a Level 1 Support Engineer, you will be the first point of contact for customers seeking technical assistance. You will be responsible for addressing and resolving various technical issues promptly and efficiently. Your role involves diagnosing software and hardware problems, providing step-by-step solutions, and escalating complex issues to higher-level support teams when necessary. You will also document incidents and interactions, contributing to the knowledge base and helping improve overall support processes. The role requires a highly motivated, focused, and ambitious individual in this fast-paced environment to ensure our clients always receive exemplary service. This is a fantastic opportunity for an individual looking to take the next step and progress with a rapidly growing company.

Responsibilities:

• Working in a shift rotation as part of our 24x7 service operation.
• Provide excellent customer service and technical support via phone, email, or chat.
• Respond to customer inquiries, troubleshoot technical issues, and resolve problems efficiently and professionally.
• Walk customers through the problem-solving process, providing clear and concise instructions.
• Identify and escalate complex issues to the appropriate support teams or senior technicians.
• Collaborate with other support engineers and teams to resolve escalated problems and track progress.
• Maintain accurate and detailed records of customer interactions and technical solutions in the ticketing system.
• Contribute to the development and improvement of support documentation and knowledge base articles.
• Stay up to date with the latest technologies and products to enhance troubleshooting capabilities.
• Follow company policies and procedures, ensuring compliance with security and data protection guidelines.
• Provide timely updates to customers regarding the status of their support tickets and resolutions.
• Participate in ongoing training to enhance technical skills and customer service knowledge.

Requirements:

• Excellent communicator fluent written and spoken English is MUST
• Proven work experience in a customer support or technical support role is advantageous.
• Strong technical knowledge of computer systems, software applications, and hardware components.
• Familiarity with common operating systems (e.g., Windows & macOS) and productivity software.
• Experience and knowledge of Office 365 (Exchange, SharePoint, OneDrive etc.)
• Excellent troubleshooting skills of standard Microsoft Office suites.
• Working knowledge and administration of AD and Group policy.
• Excellent communication and interpersonal skills to effectively interact with customers and colleagues.
• Ability to troubleshoot and analyze technical problems logically and methodically.
• Patient, empathetic, and customer-focused approach to handling support requests.
• Basic understanding of networking concepts and protocols is desirable.
• Ability to work independently and collaboratively in a team-oriented environment.
• Flexible schedule to accommodate shift work, weekends, and public holidays as needed.

Atech Benefits:

• 24 days leave plus 8 festival holidays
• Food Provided
• Provident Fund
• Exam fee and training funding
• Healthcare Scheme.
• Enhanced maternity & paternity leave
• Employee Assistance Programme
• Employee Awards - 5, 10, and 15-year service awards
• Employee Referral Scheme
• Individual Training & Development Plans.