1st Line IT Support Engineer / Helpdesk

Edison Hill Limited
Swanley, UK
16 Oct 2019
02 Nov 2019
Contract Type
Full Time
My clients are a successful and dynamic IT Support and Managed Services company that is going from strength to strength. They are currently looking for a Junior Support Engineer to join their friendly team.

This role would suit someone looking for their first role in the IT Support industry. You will need to show a keen interest in technology with an inquisitive and problem-solving mindset. You will also need strong customer service and communication skills, preferably obtained from a customer-facing position.

This is a busy and demanding position that requires an organised person. You will be the first point of contact for all enquiries, via telephone and email, and will need to document these accordingly.

In house training will be given to support you in this role and the right candidate will be able to progress to an IT support Engineers role.

Your main day to day duties will include the following:
  • Answering Telephone Calls
  • Monitoring Email boxes
  • Log, chase and escalate tickets
  • Liaising with Customers and Colleagues
  • Basic IT Administration tasks - as skills develop
  • Other duties as requested

This is a critical role that is central to the success of the whole team and will require someone that pays attention to detail and has a methodical approach. You will need to carefully follow pre-defined procedures and ensure customer satisfaction. Troubleshooting skills across hardware and software would be highly beneficial, as would any Mac experience.

This is a diverse and rewarding position where you can gain experience across a wide range of business sectors and technologies. You will be supported and mentored in a team where initiative and feedback is encouraged in order to continually improve processes, procedures and service delivery. Performance will be monitored using close rates, escalations and team input recorded in the call details. Career progression will be based on this performance, attitude and the individual's efforts to increase their knowledge and skills, take on new challenges and be part of an evolving team.

Edison Hill is acting as an employment agency in relation to this vacancy. PLEASE ENSURE THAT THE JOB REFERENCE NUMBER APPEARS IN THE SUBJECT BOX.

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