Our client is a Telecoms and IT provider for businesses operating in the Dorset and Hampshire areas with circa 500 active customers

They install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package. Due to steady growth they are looking to recruit a 1st Line desk engineer to predominantly provide remote technical helpdesk support.

 

Role:

You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.

 

Key Responsibilities of the 1st Line Support:

• Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes


• Respond appropriately to technical issues raised, through resolution or escalation


• Prioritisation and management of workload to ensure contractual SLAs are met


• Act as the first point of contact for technical issues raised


• Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket


• Provide efficient customer service to a vast client base


• Work in accordance with company values, policies, procedures and standards.


• Building and maintaining strong relationships with customers through the support you deliver


• Maintain concise and clear documentation via ticketing system and knowledge base

 

Ideal skills of the 1st Line Support:

• Previous experience providing 1st Line Support for a Managed Service Provider preferred


• Microsoft 365 support and administration including security configurations


• Microsoft Windows Server and Desktop Support


• Mac OS Server and Desktop Support preferred


• Customer back ups and software updates


• Network Infrastructure covering LAN/WAN


• Knowledge of virtualisation preferred


• Supporting and administering managed Wi-Fi solutions


• Working knowledge of PC hardware troubleshooting, installation and configuration.


• Experience working within a service/helpdesk environment.

 

1st Line Support Person Specification:

• Experience providing excellent customer service whilst working under pressure to SLA’s


• The ability to work accurately under pressure, to deadlines


• Excellent organisational, multitasking and planning skills


• Preferred previous B2B experience/ Managed Service Provider background


• A full and valid UK driving license

 

Full time permanent role

23 days + bank holidays, rising to 25 after 2 years

Free Parking