Job Ref: 213098848

Date: 2021-01-29 11:36:45

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1st Line support

The Company:

Focus IT have the pleasure of working with this WELL established IT Solutions Company. Due to demand they are seeking a 1st line Technical Support Engineer to complement their existing support team.

The Role:

The role will be to proactively ensure that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agrees service levels.

You will contribute to service desk incidents through to completion, recognising when escalation is required for the quickest resolution for the client. You will provide clients with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve performing on-site client visits as a representative of the company where necessary to resolve a technical incident.

The Candidate:

·You will be a Customer focused 1st line analyst looking to increase development within the team up to a Second line analyst position, over time.

·Some experience in supporting Microsoft Operating systems, including Desktop Windows O/S 7 – Windows 10.

·General understanding of Networking Protocols and TCP/IP fundamentals would also be advantageous.

·Microsoft Office 365 and SharePoint awareness and experience are also highly desirable. With knowledge on how to administer Active Directory, Microsoft Exchange and Office 365.

·This role requires a good level of experience in deploying and supporting Microsoft Office Suites as well as some basic Computer hardware troubleshooting and installation experience.

·PC setup, configuration and deployment on customer sites.

·Working knowledge of configuring Printers on laptops/desktops.

·Any ITIL, Microsoft, Cisco and Apple qualifications would be beneficial to your application.

Key Skills:

·To provide comprehensive 1st/line technical support, answering support queries via telephone, email, remotely and customer facing onsite.

·Professional telephone conduct with proficient writing skills.

·Strong documentation skills.

·Maintain a high degree of customer focus for all support queries and to adhere to all service management principles.

·To take ownership and be proactive when supporting all Clients.

·To log and manage all incidents assigned to you in accordance with Service level agreements in the Call Logging systems.

·Support Clients in the use of Technical equipment by providing necessary training and advice.

·Assisting and working as part of the Telecoms team.

·Administration of Telephony systems (training provided).

·Assisting with training Customer on using Telephony system (training provided).

·Assisting with project coordination/administration.

·Assisting with telecoms project deployments.

The Location: Milton Keynes.

Bedford, Cranfield, Luton, Northampton, Kettering, Rugby, Wellingborough, Buckinghamshire, Aylesbury, Dunstable, ST Neots and Other Surrounding Area's

Salary: £16,000 – £18,500 + Additional Benefits

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