1st Line Support Engineer – Phoenix47 – New Alresford, Hampshire
Technical Support Engineer required to join a Helpdesk Team to provide a technical service to our Clients, ranging of IT vendors and resellers, for whom we provide “in-sourced” skills & services. The role is to provide First and basic Second line support principally by phone, remote sessions and email with occasional site visits according to experience and skills. The focus of work is on client systems, connectivity, security, and managed service contracts (full disk encryption products, firewalls, email filtering, authentication, enterprise mobility solutions, incident management & monitored systems). It is essential that you are able to work under pressure with excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting. Key Responsibilities To provide first line support and escalation of helpdesk tickets to our customer base, working to specific SLA’s To provide incident management & stakeholder facing communication for customers as required To provide basic remote support and change management assistance to our customer base To manage and monitor call queues ensuring adherence to customer SLA’s. Ensure that all case related documentation is clear, concise and updated in the Helpdesk ticketing system. Ensure that customers are updated continuously on the status of their issues. 24×7 Team to provide 24x7x365 cover – 6-day duty cycle followed by 4-day rest period – 4 days off every 10 days (Shift Allowance will apply) The ideal candidate should have prior experience of technical support and of computing technologies as set out below. But we would be surprised if you had all of this, so even if you only have some, you should still come and talk to us. We are also interested to take on people without formal experience if they can demonstrate an aptitude and a passion for technology. A good understanding of networking, TCP/IP and internet technologies. Knowledge of Microsoft O/S, with Linux an advantage. Flexible in your work attitudes, be prepared to contribute, be self-motivated when it comes to personal development and training. You should have a good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross-apply knowledge. Enjoy working with customers and callers, and take pleasure & pride in resolving their issues, The ability to provide our clients with a true 24x7x365 service is key to our service offering.
This role will be office based.
Expected Start Date: ASAP
Job Types: Full-time
Permanent Salary: £18,000.00-£24,000.00 per year