1st Line Engineer

First Recruitment Services Limited
Horsham, West Sussex
17 Jul 2017
15 Aug 2017
Contract Type
Full Time

My client is a well respected leader in their field, and they are seeking a 1st Line Engineer to join their team. Duties are detailed below.

  • Work within a multi-disciplinary technical team.
  • First point of contact with the Service Desk for client telephony calls
  • Receiving and owning issues; enquiries and change requests for support from clients and prioritise these requests accordingly.
  • Performing a proactive role in monitoring systems.
  • Manage the escalation to 2nd Line Support for all relevant Customer reported incidents.
  • Utilise prescribed software and tools to manage the progress of a fault/incident from inception/alert through to successful resolution and closure, including post-incident documentation and reporting.
  • Perform basic troubleshooting and diagnosis for all issues using the technical resources and managements and monitoring tools available.
  • Ensuring Incident Management procedures are followed.
  • Accurate and relevant logging of all customer requests and incidents using the Network Operations ticketing system.
  • Attempting to resolve user issues before they require escalating.
  • Carry out all operational tasks and duties as defined within existing Operational Procedures and Service Level Agreements.

Experience within a related IT role is essential for this role. Practical knowledge is also essential with experience of WAN/Lan Technologies. This role will require own transport due to company location.

*First Recruitment Services are acting as an employment business in relation to this vacancy.