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1st/2nd Line Support Engineer

Premier IT
Job LocationLondon
EducationNot Mentioned
Salary£120.00 - £170.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Job Title: 1st / 2nd Line EngineerIndustry: LegalRate: £120 - £170Contract: 12 monthsStart Date: ASAPLocation: LondonThe Role:

  • Provide first line technical support, answering support queries on the telephone, and responding to support e-mail queries.
  • Take ownership of customer issues, ensuring they are resolved in a timely manner.
  • Maintain a high degree of customer service for all support queries, and adhering to all IT Helpdesk procedures and processes.
  • Log all answered calls on the IT ticketing system.
  • Escalate more complex problems to the appropriate teams in line with escalation procedures.
    • Skills:
  • Either previous experience supporting users with broadband, hardware (Laptop/PC), applications or some knowledge with these technologies and a desire to develop your career within this sector.
  • Must have excellent written and verbal communication ability as core work involves speaking to customers on the telephone, or responding to emails by writing technical instructions.
  • Bighand
  • Dragon dictate
  • Case management system
  • Windows 10
  • Office 2013
  • Exchange
  • Active Directory
  • Mitel VOIP experience would be great
  • Remote support of home workers and managing home broadband connectivity issues.
  • Citrix XenApp support
  • Team working essential and being flexible to work extra hours at short notice and possible weekend work
  • Excellent understanding of the technical fundamentals of Ethernet and Routing principles including TCP/IP, ADSL Modems, Wireless Routers, LAN / WAN, VoIP, VPN and other networking protocols.
  • A very good working knowledge of PC’s, Laptops, and operating systems, knowledge of MAC’s would be advantageous
    • If you feel like you are the perfect candidate for this job role or feel this is the ideal role for you - then please send in your updated CV over, along with two references.Equally, if there is anyone you know who would be a suitable fit, we at Premier have a competitive referral scheme of up to £500 for all successful candidates placed

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