1st Line Support

The Harvard Group Limited
£20,000 - £22,000
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
"This is an opportunity to work for a forward thinking managed services provider who can offer fantastic training, development and career progression opportunities" Function In the role of 1st Line Technical Support Engineer, the Support Technician is responsible for the initial response to all new calls for our customer base. Those which can be resolved by first line technical support are followed through to completion; those which require a deeper knowledge of a particular subject are escalated to the appropriate 2nd or 3rd line support engineers. Responsibilities - Logging and prioritisation of incidents worked on, based on impact the fault is having on the customers' business. - Awareness of response targets and team performance associated with them. - Response to all new incidents for customers within the SLA for that particular incident, setting the customer expectation regarding response and keeping the customer up to date with the status and progress throughout ownership of the life of the call. - Vetting of calls from a technical perspective to ascertain the best method of resolution. - Diagnosis and resolution of incidents that can be achieved within approximately 1 hour. - Use of the Service Desk system in line with procedures, such that the database records accurately the response and fix times of the call as well as the work done and other notes which may be useful. - Monitor un-responded calls, and escalate where necessary to get calls responded to. - Manage open calls, checking with 3rd parties for updates, and chasing where necessary. - Perform daily backup and user administration for customers. - Strive to ensure constant device and monitoring service availability for customers. Essential Skills - Pleasant telephone manner with excellent communication skills and telephone handling skills. - Sound problem solving and diagnostic skills. - Good awareness of Windows Desktop and Server Operating Systems. - General awareness and basic understanding of Networking, Routing, Internet and Connectivity. - Good working knowledge of PC/TC/Laptop and server hardware. - Relevant experience in the majority of the following; Windows Client operating systems, Microsoft Office, Microsoft Networking, Windows Active Directory, Microsoft Exchange, Microsoft Terminal Server.
This job was originally posted as www.jobsite.co.uk/job/959089934