1st Line Technical Support
We are working with a leading Halifax based company, looking for a 1st line support engineer to join the team.
Our client is well established in Halifax and is a leader in their industry. This is a great opportunity for an experience service desk or 1st line support candidate to join a company that can provide longevity and development.
The technical operations team operates a 24/6 service, and you may be require to work both core hours 8am - 4 Mon - Fri & 12 hour shifts (including night shifts) when required by the business
A day in the life of a 1st line support engineer will typically include:
Managing cases from start to finish, communication with the customer and technical operations staff
Using Salesforce to log all cases and add detailed information, ensuring cases are kept up to date
Carrying out remote and onsite triage to assess faults and issues
Devising a solution and auctioning next steps to ensure resolution
Working to SLAs, making sure all cases are solved within the correct timeframe, escalating to 2nd line support when needed
Working toward a continuous improvement culture, identifying knowledge gaps and working with the service manager, attending external and internal training sessions
Demonstrating excellent customer service at all times and a dedicated support approach
We're looking for candidates from a 1st line support, service desk, technical operations background.
Ideally you will have experience with a ticketing system such as Salesforce or Service Now.
You'll need experience resolving remote and onsite issues and the willingness to learn and develop new skills.
Excellent customer service and prioritisation skills are also a must!
Ideally you'll also have a driving licence as travel to external sites will be required.
In return our client offers:
A salary of £18,000 - £21,000
30 days holiday including stats
Potential global travel
Modern, centrally located offices
If you'd like to secure an immediate interview, please apply online today
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