Our client is a leading Software and Services company and they are looking to hire a 1st Line Support Engineer to be based out of their office in Southampton. Working within the Managed Services Division and reporting to the Support Lead, you will assist in providing first line technical support to their Managed Service customers. The successful candidate will require an aptitude for working within the IT Department, to undertake analysis, diagnosis and resolution of problems.
Responsibilities and Duties
To be the first point of contact representing the business
To register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.
If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support).
1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.
Liaising with clients throughout the lifecycle of the service ticket
Ensure high first time fix rate
Prioritise and manage multiple tickets
Ensure that any technical issues on a service ticket are escalated efficiently
Qualifications and Skills
Willingness to try new things to influence and embed change
Strong communication skills (both written and verbal) with the ability to establish long lasting rapport
Strong problem solving and trouble shooting skills
Strong influencing, negotiating and decision making skills
Excellent time management, organisational skills, attention to detail and the ability to work to deadlines
Reliable and punctual
Proactive - always a step ahead, preparing in advance and not leaving things to the last minute
Positive attitude - acting calmly and positive at all times
An understanding of technology is desirable although high expertise is not necessary
Previous IT Service Desk and/or call centre experience would be desirable
Excellent communication skills and telephone manner.
Excellent organisational skills.
You will be a self motivated achiever who gains satisfaction from providing excellent customer service
Competitive salary depending upon your experience and skills
Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme
Learning environment working alongside experts in the latest technologies
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