IT Support Engineer

About The Company James Frank Associates is a reputable and dynamic IT service provider dedicated to delivering innovative technology solutions to a diverse range of clients. With a strong focus on customer satisfaction and technical excellence, the company has built a solid reputation within the industry. Their team of skilled professionals is committed to staying ahead of technological advancements, ensuring clients receive the most effective and up-to-date support. The organization fosters a collaborative work environment that encourages continuous learning and professional growth, making it an ideal place for driven individuals seeking to advance their careers in IT. About The Role Our client, a leading IT Service Provider, is seeking a keen, enthusiastic, and switched-on IT Support Engineer to join their team on a full-time, permanent basis. This role offers an exciting opportunity for an individual with a minimum of one year’s experience in a similar IT support position, preferably within an MSP environment, although candidates from other industries will also be considered. The successful candidate will be responsible for providing high-level 1st Line support to clients and end-users, ensuring their technical issues are resolved efficiently and effectively. You will have the chance to work with a broad range of clients, gaining valuable exposure and learning from experienced 2nd and 3rd Line Engineers. The role requires candidates to have their own vehicle, given the need for onsite support and installations. Qualifications Minimum of 1 year experience in a similar IT support role, ideally within an MSP environmentProficiency in providing desktop, networking, and infrastructure supportSolid understanding of Windows operating systems and MS 365 technologiesBasic networking knowledge including LAN, DNS, and DHCPExperience with Active Directory managementExcellent communication skills, with the ability to liaise confidently with colleagues and clients at all levelsValid driver’s license and access to personal vehicle for onsite support Responsibilities Serve as the first point of contact for client queries and technical issues, accurately logging and resolving 1st Line ticketsEnsure all support tickets and queries are completed within agreed Service Level Agreements (SLAs)Perform hardware and software installations, including setting up printers, routers, PCs, and AV equipmentEscalate unresolved issues to senior engineers for further assistanceMaintain a high level of customer service, ensuring clients receive prompt and professional support at all timesAssist with routine maintenance and updates of client systems and infrastructureDocument technical procedures and solutions for future reference and knowledge sharingParticipate in team meetings and training sessions to enhance technical skills and service delivery Benefits James Frank Associates offers a comprehensive benefits package designed to support the well-being and professional development of its employees. Benefits include competitive salary packages, ongoing training and certification opportunities, and a collaborative work environment that promotes growth. The company also provides flexible working arrangements where possible, along with opportunities for career advancement within a supportive team. Additional perks may include health insurance, paid leave, and access to industry events and conferences, fostering a culture of continuous learning and professional excellence. Equal Opportunity James Frank Associates is committed to creating an inclusive and diverse workplace. We believe that a variety of perspectives and experiences enrich our team and drive innovation. We are an equal opportunity employer and do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We encourage applications from all qualified individuals who are eager to contribute to our mission of delivering exceptional IT support and services.