1st Line Support Engineer

To work within an expanding team supporting a state of the art technical infrastructure used for the delivery of managed solutions to our client base.

Working as part of the 1st Line Team in receiving all incoming support calls and raising the call in accordance with company guidelines.  Actively managing and maintaining a list of assigned calls including regularly updating calls, investigative work and keeping customers up to date.  Manage an unassigned ticket queue based on emails sent in and automatically created within the current ITSM.  Working as part of a large team to meet targets and maintain service level agreements.  Providing support and assistance to the 2nd and 3rd Line Teams.  Working in accordance with the Support Manager and Team Leaders.  To liaise with and maintain a good working relationship with third party vendors to ensure the needs of the customer are met.  To act as an ambassador for the Company.

Personal Attributes  A person able to deal with front line working in a continually professional and courteous manner.  An exceptional phone manner, able to professionally deal with high levels of incoming calls, to talk clearly to different customers, with differing technical knowledge from different countries.  An effective communicator at all levels within the business and with all levels of our customer base.  A keen listener, able to absorb information and act on it in an appropriate way.  Demonstrate a professional attitude and approach to all work-related tasks.  Be organised, motivated and have an enthusiastic personality.  The desire to do things right first time, every time.  Understand the need for good documentation control and system procedures and have the conviction to use these controls.  Ability to adapt to different challenges and situations.  Good problem solver.  Exceptional team player.  Desire to learn new techniques and skills.  Ability to work through a never diminishing call queue, whilst maintaining motivation and drive.  The candidate must be flexible in the hours of work and prepared to meet tight deadlines.

Skills and Knowledgebase
The ideal candidate should be able to demonstrate a sound education at a good standard. They should be self-motivated, attentive to detail and have an obsession with providing a high level of service and customer satisfaction. He or she should be hard working, able to work under pressure, be open to new ideas and able to communicate effectively at all levels. He or she should be able to work in a most demanding environment. The right candidate would ideally be a good problem solver and have a skill set which comprises some of the following experience:

 Windows 2003/2008/2012 Server administration and basic configuration and troubleshooting.  Active Directory administration, in particular user creations.  The remote support of users in a Citrix environment.  Office 365 experience preferable.  Remote troubleshooting of hardware issues and operating system level problems.  Basic network and comms remote troubleshooting.  Good knowledge of supporting Microsoft Office 2010, 2013 and 2016.  Remote printer troubleshooting.  Any other relevant support experience in an ITIL service desk environment.

Excellent career prospects, please contact me for further details.