1st Line Support Engineer Permanent Hamsphire

Recruiter
Blue Personnel Limited
Location
Southampton, UK
Salary
Competitive
Posted
14 Sep 2019
Closes
29 Sep 2019
Ref
1263191045
Contract Type
Permanent
Hours
Full Time
1st line Support Engineer Working as part of a specialised team for a hosted voice and application provider who deliver connectivity, LAN and Wi-Fi infrastructure, hosted VoIP, bespoke web portal, billing and hosted applications, part of a young dynamic team delivering excellent customer service Looking for someone aspiring and eager to learn new technologies as 1 st line support engineer to take the first line calls from their clients and work with the 2 nd line and 3 rd line engineers. You need to be well spoken and a team member with a want to learn and move into 2 nd line support with a vibrant and growing team. The ideal candidate will have a minimum of 18 months experience in a support desk environment and preferably from an IT services provider and used to the fast-paced ; Experience across the board in networking, server admin, IP telephony. Responsible for the full ownership of issues from taking and logging the call through to resolution where appropriate. Exemplary communication and customer services skills are essential, along with good organisation and experience with being customer service focused. Main Duties will include Handling all customer contact, telephone, email, help desk Listening to and understanding user issues Accurately logging all incidents, requests and calls Resolving to satisfaction within service level to agreed response and resolution times Escalating incidents and requests in line with SLA Liaising with 3rd Party suppliers where appropriate Updating Users of progress Monitoring client servers and workstations Creating and updating network and customer site documentation Assisting with project work and system roll-outs and migrations Learning our custom and unique technologies Some of the Technical Skills are preferable (you will learn and enhance other skills as you progress) Excellent networking experience LAN/WAN/Firewalls/IP routing Windows 7, 8, 10 IP telephony ideally on a hosted SIP platform Active Directory Server administration - Windows Server 2008, 2012, 2016 Microsoft Office and Office 365 Mobile device support Desktop Support Printers, scanners and peripherals Good hardware knowledge, PC builds and installations Personal Skills Willingness to succeed and develop Excellent communication - Communication with all levels of users, both technical and non-technical Exemplary telephone manner Problem solving and resolution Excellent interpersonal skills Other Experience / Qualifications Remote Support Tools Help desk Systems Monitoring Software 2019 Benefits package - Pension, Death in Service, Private Medical, Bonus, Staff social events

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