IT Support Engineer (1st Line)

IT Support Analyst (1st Line)
Location: Katerini, Greece (with hybrid working)
Salary Range: €16,000 – €19,000 Gross

The 1st Line engineer role is an extremely important Customer-facing role at Smartdesc. The postholder will represent the business via various communication methods and will develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service.

You will be responsible for remote service desk support to our UK based clients:

• First point of contact for customers seeking technical assistance over the phone, email, chat.
• Handling requests in relation to workstations, printers, networks, and vendor specific hardware and software.
• Assistance other operational departments with projects.
• Creating Knowledge / documentation.

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service – setting us apart from our competitors, to achieve this, you will work with your colleagues to help deliver IT Service improvement.

The 1st Line engineer role is an entry level technical role with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. The role will work closely with our UK and Greek (Katerini Office) colleagues.

Strong communication skills are essential in keeping clients updated either through written or verbal methods.

All issues and service requests are raised through a ticketing system and the engineer is responsible for managing and prioritizing their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines.

Being part of a close-knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast-growing young company.

Experience and Non-Technical Skills

• Customer Service experience beneficial.
• Proficient in Verbal and written English.
• Experience working as part of a team beneficial.
• Able to follow defined processes.
• A commitment to detailed documentation.
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help when needed.
• The ability to explain technical concepts in basic terms without being patronising.
• The ability to multi-task and manage time under pressure.
• Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations.

About Smartdesc

Smartdesc is a leading, specialist IT service provider for the charity and nonprofit sectors. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities, social enterprises and public-sector bodies.

We provide IT services including: strategy and IT leadership, cyber security, helpdesk support, project and programme management - tailored to nonprofits and delivered through proactive partnerships with our customers.

We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years, because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc’s ethos and share our values. Since 2012 we have grown to over 70 staff and will exceed £5M turnover in our current Financial Year.