Tier 1 IT Support Engineer

Salary Competitive

We wish to appoint a number of Tier 1 IT Support Engineers. Reporting to the IT Services Manager. The T1 Support Engineer is a technical role within the Service Department, and is responsible for providing first line ICT support, assisting in ICT maintenance duties and some hardware/software builds and installations for our clients.


The Role:

- Working as part of a busy Infrastructure Support Team

- Providing first level technical support

- Primary point of contact for clients with ICT issues

- Logging & managing all calls to SLA on service management system from inception to successful closure; ensuring calls are handled correctly

- Deployment of PC’s, laptops, printers etc. for clients

- Completing hardware builds and upgrades under direction of other technical staff

- Implementing parts of technical infrastructure solutions for clients under direction of more senior staff

- Providing on-site client days as part of support contracts

- Managing & monitoring ICT systems and platforms, both internal & client

- ICT maintenance for clients & on internal systems

- Referring client requests for advice & consultation to team lead/account manager where necessary

- Maintaining suitable lines of communication with all staff & clients by various means; email, meeting schedules, shared documents, Lync, phone, mobile etc.

The ideal candidate will have:

- Passion for serving customers

- Positive professional attitude (but we expect you to have fun at work)

- Ability to build strong bonds and relationships with both customers and other staff in Cased Dimensions

- Ability to uncover problems that get in the way of providing great service and fix them

- Keen ability to manage customer expectations and difficult customer situations

- Ability to build honest and trusting relationships with customers

- We will make mistakes; it’s how we respond that defines us. Honesty can happen without customers losing faith in our ability and we need someone who can communicate in a way that reassures customers solving their problem is our number priority

- Expert follow through – If we tell a customer we’ll do something, then we must make it happen

- Strong communication (verbal & written), presentation, organisational and interpersonal skills

- Self-motivated individual with a strong desire to learn new technologies

- Strong customer service skills

- Excellent problem-solving skills

- Experience in Microsoft preferred

- Fluent in English

- Great team player

- Ability to work in a fast-paced office environment where multi-tasking is a must

- Ability to work full time (37.5 hours/week)

What you'll get in return:

- Relaxed atmosphere / dress code 

- 29 days holidays

- Gym membership rebate (up to £20 per month, not limited to a gym)

- Paid staff nights out

- Payment for training relevant to your development and career with us

- Extra annual leave relative to length of service

- Extremely competitive Salary

-Health Cash Plan

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Healthcare insurance
Healthcare insurance

Break a leg! Seriously, we got you covered in our company healthcare plan.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

Skill development
Skill development

We want to take you from good to great.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Working at
Cased Dimensions

At Cased Dimensions, our mission is to enable you to do business better With our expert people and market leading services, we help you to get more from your technology. That leaves you to concentrate on what you do best, knowing that your business is future proofed and your investments are protected. We’ve delivered our Process Consulting coupled with Technology Services for 12 of the world’s largest companies, who, as a result, have benefited from better business at a lower cost. We also deliver CESG compliant secure services for UK Government – security is engrained in what we do. With a Microsoft technology focus, we help clients make the most of their Cloud investment. We also help clients in further cloud adoption (PaaS, SaaS & IaaS).

Read more about Cased Dimensions

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