1st Line Support Engineer

Job Description

1st Line Support EngineerDo you have solid and demonstrable experience in supporting IT clients Enthusiastic about delivering excellent customer service This is an excellent opportunity for a 1st Line Support Engineer to join a Microsoft Gold Partner organisation, committed to helping businesses realise their full potential through digital transformation.As a 1st Line Support Engineer, you will be the entry point into the Managed Services Team for all requests and tickets and be a frequent point of communication handling multiple telephone calls and queries. Youll also be working in conjunction with the 2ndline team for tickets that require escalation after the appropriate due-diligence.On a day-to-day basis, you will be responsible for triage to gather the relevant information to aid in case resolution and updating customers on all stages of support calls, from logging, research, action plan, escalation to resolution. Further activities andresponsibilities are detailed below.For this role, you must hold or be able to successfully achieve and maintain NPPV3 with SC. Knowledge of the ITIL ServiceDesk environment and a minimum of 2-3 years 1st Line Service Desk experience is also essential. Further requirements are listed below.Salary for this position between £19,000£21,000 per annum, depending on experience. Immediate start date available. Further DutiesConsistent and coherent case updates / administration to be performed every day. Co-ordinate support queries and requests Maintain knowledge base for all encountered issues Publish customer facing technical information such as best practice guides, FAQs, etc. (excludes consulting engagement documentation) Provide reports and statistical analysis on issues reported and resolved for use by the companys account management teams and technical teams Major Incidentbe able to analyse root cause and make recommendations cross platform Conform to the change management process for internal and customers Delivery of customer support in line with team objectives, customer expectations and the companys contractual obligations Communicating internally and externally support issues, escalations, and action plans to resolve customer issues Supporting management by providing relevant and timely updates to customer issues Clear and precise communication with customers and employees Assist in the technology documentation and generation of Intellectual Property Answer all telephone calls and respond to all telephone enquiries Build and maintain customer support information and documentation of supported customer environments Structured training for further Microsoft accreditation Flexibility for helping cover different roles as and where needed. Confidence in all communication methods when speaking to clients and end users. Open to 24/7 shift pattern. Essential CriteriaTo be successful in the role, you must be able to demonstrate the following skills and experience: Must hold or be able to successfully achieve and maintain NPPV3 with SC Able to evidence excellent customer service skills Knowledge of the ITIL ServiceDesk environment Excellent and demonstrable documentation ability, for both technical documents and customer communication Work to strict SLAs and ensure case information is correct and current Working knowledge of Windows 10, 8 and 7 Operating Systems Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel Minimum of 2-3 years 1st Line Service Desk experience Experience in working with 3rd parties and triaging. SFIA As part of the screening process, the Skills Framework for the Information Age is used. This is made up of 7 levels of responsibility and more than 100 individual skills. More information can be found on the SFIA website. This role is expected to be a SFIALevel of Responsibility 1-2. Benefits: Private medical cover with mental health and dental upgrade Employer matched contributory pension (up to 5%) Perkbox Get your birthday off Twice yearly Summit days Cycle scheme Flowers sent to your partner on their birthday Death in service life insurance Specsavers vouchers If this role sounds of interest to you, then please submit your application below or get in touch with Sacha on . Alternatively you can email your CV to to apply.