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My client are looking for MULTIPLE 1st Line Support Engineers who want to begin or excel there career working for a Managed Service Provider with excellent progression and training opportunities.
The position includes but is not limited to the following responsibilities:
- Provide initial triage of tickets raised by customers.
- Answer calls in a timely manor from customers calling into the service desk.
- Assign tickets to other technology queues for 2nd and 3rd line engineers.
- Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered.
- Assist server and network engineers with more complex tasks.
- Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily.
- Provide end to end ticket management to ensure customers are kept updated on the progress of their requests.
- Follow documented customer specific procedures.
- Classification and prioritisation of requests in-line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently.
- Strong attention to detail - the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change.
- Maintain understanding of applicable technologies to contribute to a higher level of first time fix rates.
- Work in a shift pattern with start times of either 07:00, 09:00 or 09:30 depending on business needs.
Skills and Experience
- The ability to diagnose and troubleshoot IT related issues
- Diligent documentation and ticket management
- Authority and confidence to deliver support to customers within specific technology disciplines
- Customer service skills and the ability to communicate with people of various technical levels
- An ability to work and learn in a fast-paced environment
- Good organisational and time management skills
- Willingness to learn and adapt to business requirements
Salary & Package
- £25,000K + Training + On Call / Overtime Opportunities