1st Line Analyst

Recruiter
aap3
Location
Southampton
Salary
£16000 - £18000/annum benefits
Posted
10 Jun 2017
Closes
10 Jul 2017
Contract Type
Permanent
Hours
Full Time
Remote IT Support Engineer

Company: aap3 IT Services

Aap3 is an IT Services and Recruitment who work with some of the world's largest organisations on a global scale, and are looking for a Remote IT Support Engineer who can join their team in Chilworth, Southampton.

Responsible for supporting and maintaining customer's IT systems and providing efficient remote technical support. The Service Operations Centre (SOC) is the central point of contact for aap3's range of services including Global 24/7 Remote Support, Engineering Dispatch, Desktop Management Services and NOC Services.

The Role:

* Provide effective IT assistance across all aspects of aap3's customer's business
* Provide 1st and 2nd line level remote support
* Provide a responsive and professional primary point of contact
* Resolving customer incidents and requests (in line with ITIL Best Practice) to a pre-defined SLA

Core Responsibilities:

* Record all calls received by the Service Operations Centre in a qualitative manner, including a thorough description of the Incident or Service Request
* Investigate, diagnose and resolve incidents within appropriate SLA timescales
* Troubleshoot incidents using IT supplier and/or third party knowledge databases as well as the known error and workaround database
* Assigning the appropriate priority based on impact and urgency criteria as agreed with the business
* Detecting possible problems - reoccurring incidents/alerting the Problem Management process

Required Skills:

* Experience working with Mircosoft Word, Excel and Outlook
* Experience with Windows XP, Vista, 7, 8 and 10 desktop/laptop support
* Experience with Windows Server 2003/2008/2012
* Experience working with Active Directory and MS Exchange
* Basic TCP/IP networking skills (addressing, name resolution etc)

Excellent career opportunities for the successful candidate.

For more information on both contract and permanent roles via aap3, industry news and updates, check out our brand new website, follow our aap3 Recruitment page on Linkedin and follow us on twitter @aap3recruitment