1st Line Support Engineer - Tamworth, United Kingdom - Recruitment Genius

Recruitment Genius

Verified Company

Tamworth, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The number one goal of everyone in our team is to make our Clients exceptionally happy. The 1st Line Support Engineer plays an important role in making sure that happens. The 1st Line Support Engineer handles the first level support requests that come infrom our Clients.

They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed, the 1st Line Support Engineer can get help from or escalate issues to other members in Service Delivery Team.

Responsibilities & Tasks

Delight our Clients with a Friendly, Quick and Helpful Experience
Provide basic remote troubleshooting
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren't 'stale' throughout the process
From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise you may be required to help with project delivery
Escalate tickets that require Senior Helpdesk Engineer support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
Follow the schedule provided by the Service Delivery Manager
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Identify opportunities for improvement and make constructive suggestions for change
Undertake other duties as required by the Service Delivery Manager

SKILLS AND ATTRIBUTES

A love of (and ability to) Solve Problems & Challenges
Must be able to type quickly and accurately while talking on the phone
Knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human

IT literate

Advanced user level
A deep desire to deliver an amazing Client Experience
Drivers license
The ability to keep up with & adapt to the fastpaced IT world

MUST HAVE

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Experience and knowledge of working with the Microsoft 365 Platform
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business
Professional IT Certifications such as Microsoft, CompTIA or ITIL, ITSM, etc

PERKS