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1st Line Technical Support Engineer - Aylesbury

  • Location: South East
  • Sector: Secretarial
  • Salary: £22000 - £23000 per annum + plus benefits and quarterly bonus
  • Job type: Permanent
  • Date posted: 02/01/2018
  • Job reference: MM - 4634
This vacancy has now expired.

1st Line Support

Immediate Start

Shift rota

My client who is a very well established international innovative, state of the art communications and virtual contact solutions organization is looking for either an experienced 1st line support individual or a recent IT graduate who looking for a career in IT.

Working in a dynamic team, engineers will learn an array of skills on multiple in-house built systems and platforms.

This is a superb opportunity for a driven individual to learn a lot within an exciting growing company.

Being able to think outside of the box and being tenacious will be important in the role. Customer experience is key and therefore being able to work to SLA's and keeping departmental and personal KPI's in mind is imperative.

Duties will include:

  • Answer support queries via phone and email and tickets logged on the customers portal.
  • Analytical and problem solving skills, with the ability to multi task
  • Logging of customer requests and incidents
  • Diagnosing and rectifying technical problems and queries following first line fix criteria and where possible resolving at first call
  • Provide application and support to the company's growing client base
  • Manage third party vendors and suppliers
  • Setting up new users' accounts and profiles working alongside internal teams
  • To be able to work with non-technical customers and technical customers alike
  • Working with senior engineers on escalated tickets.
  • Logging and escalating calls with third parties where required, ensuring communication back to the customer

Skills & Experience Required:

  • Exceptional customer service and confident communication skills
  • Enthusiasm and willingness to learn
  • Be able to work to targets (SLA's)
  • A high standard of written and spoken English and attention to detail
  • Basic network troubleshooting
  • Excellent teamwork skills
  • Knowledge of basic networking
  • Basic understanding of IP telephony

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