Onsite 1st Line Customer Engineer

We’re Chorus, a fast-growing MSP based near Bristol and one of the UK’s most accredited Microsoft partners. We’ve grown a lot since we started in 1999 and offer award-winning IT and Cyber Security services to help our clients get the most from their technology. Our success has been thanks to our people, and we’ve worked hard to develop a fantastic culture to attract and retain some of the best tech talent in the South West. With a clear vision and core values, a wide range of great benefits, strong team culture and real focus on personal development, we’re excited to be expanding and looking for an Onsite 1st Line Customer Engineer to join our team and play a key part in our success.

  • POSITION:Full time

The Opportunity

The Role

As 1st Line Technical Support you will be responsible for a mix of break-fix incidents and service requests from one of our clients. You will work on a wide range of technologies, have the opportunity to further your skills and work with enthusiastic IT professionals. You will be responsible for proving excellent Customer Service to our client and offering them support. You will be based on our client site and visit the Chorus as and when required.

Key Responsibilities

  • Troubleshoot and resolve problems associated with both software and hardware
  • Respond to ad-hoc walk-ins from staff with IT issues
  • Provide onsite support to a small number of different physical locations
  • Manage, categorise and prioritise all tickets from the monitoring system
  • Ensure a good first time fix rate
  • Be responsible for providing excellent customer service
  • Respond to client ticket requests efficiently in accordance with internal processes and procedures
  • Ensure our case management system and our customers are kept up to date
  • Develop a good understanding of our client base whilst building and maintaining good client relationships
  • Maintain awareness of and follow Chorus company procedures and guidelines, including security, regulatory and quality related matters.
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About us

Chorus is a transformative Managed IT & Cyber Security Provider. We’re on a mission to help organisations embrace secure cutting-edge Microsoft technologies to help them transform and succeed, underpinned by our 24/7/365 service desk and Cyber Security Operations Centre (CSOC).

Today, too many companies have to compromise when choosing an IT partner. Large IT service providers often deliver an anonymous and inflexible service, whilst smaller IT partners can be enjoyable to work with, but lack the maturity and capability to deliver. We offer a unique alternative that gives our clients the best of both worlds, by delivering enterprise-level IT services but with the agility and personality of a closely trusted partner. Through our advanced technical capabilities, service excellence and exceptional people, we build long-lasting partnerships that help our clients benefit from true IT transformation.

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What can we offer you?

  • Training & Development support with latest certifications and internal team knowledge sharing through regular Lunch & Learns
  • Excellent growth and advancement opportunities to help your with career progression
  • Employee recognition scheme with vouchers and prizes and annual employee awards
  • Regular company social events and team activities
  • Wide variety of benefits: company pension, childcare vouchers, discounted gym membership, referral bonuses
  • Modern office and staff area with PS4, pool table, consoles, table football, arcade games and kitchen
  • Free parking, fruit, drinks and chocolate
  • Hybrid working

What to find out more? Why not hear from our people on Glassdoor.

Chorus team member working on service desk

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