1st Line Support Engineer
Description✓1st Line Support Engineer, Doncaster
✓As 1st Line Support Engineer, you will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA
✓You will need to be able to demonstrate strong communication skills with clients, peers, and senior members of the team, enabling the gathering of all relevant information around the issues and correctly recording this within the service management system
✓Where necessary, the 1st Line Support Engineer will escalate issues to the relevant team and report key information to the Service Desk Manager
✓The role requires you to be able to move from one issue to another efficiently, whilst dealing with a broad range of technologies and end user abilities.
✓Hybrid working could be available with the 1st Line Support Engineer, after successful completion of the 6 month probationary
✓The 1st Line Support Engineer position will involve:
✓Answering inbound calls from clients
✓Picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 20 plus tickets will be handled within a shift
✓Identify where tools, processes and systems are impacting closure rates
✓Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
✓Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems and 3rd party applications
✓Keeping the customer and ticket updated with developments
✓Where required, escalating the ticket either within the team or on to the next support level.
✓The successful 1st Line Support Engineer will have the following:
✓The ability to multitask across open tickets
✓The ability to work under pressure
✓Passion about technology & how it benefits businesses
✓A proactive, can-do attitude
✓Professional communication skills
✓Outstanding customer service
✓Troubleshooting and support of relevant/current Windows versions
✓Troubleshooting issues with laptops, desktops and printers
✓Office 365 administration and support
✓Active directory administration skills
✓Exposure to Active directory on Windows Server 2008 and above
✓Understanding of PC hardware, accessories, and connections
✓Administering computer systems and networks [change logs, backup, anti-virus checks and general updates]
✓Good understanding of the Network stack [TCP/IP]
✓The 1st Line Support Engineer offers:
✓Working hours of 8.30am-5pm Monday to Friday
✓25 days holiday + bank holidays
✓Salary up to £24,000 pa
✓Progression from this position will be onto 2nd and 3rd line support
✓Cycle to work scheme
✓Dental Insurance
✓Eye care vouchers
✓Healthcare cash plan
✓Access to an EAP
✓Medical private insurance
✓Activity pass
✓Car salary sacrifice scheme
✓RAC breakdown cover
✓Technology vouchers
✓Travel insurance
✓At Venatu Recruitment Group, your right to privacy is important to us
✓By applying for this 1st Line Support Engineer, your information will be entered into our recruitment system
✓This will enable you to register for job alerts, apply for jobs and for us to help you find your next role
✓To read our full privacy policy please visit the Venatu company website Show more →
✓As 1st Line Support Engineer, you will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA
✓You will need to be able to demonstrate strong communication skills with clients, peers, and senior members of the team, enabling the gathering of all relevant information around the issues and correctly recording this within the service management system
✓Where necessary, the 1st Line Support Engineer will escalate issues to the relevant team and report key information to the Service Desk Manager
✓The role requires you to be able to move from one issue to another efficiently, whilst dealing with a broad range of technologies and end user abilities.
✓Hybrid working could be available with the 1st Line Support Engineer, after successful completion of the 6 month probationary
✓The 1st Line Support Engineer position will involve:
✓Answering inbound calls from clients
✓Picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 20 plus tickets will be handled within a shift
✓Identify where tools, processes and systems are impacting closure rates
✓Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
✓Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems and 3rd party applications
✓Keeping the customer and ticket updated with developments
✓Where required, escalating the ticket either within the team or on to the next support level.
✓The successful 1st Line Support Engineer will have the following:
✓The ability to multitask across open tickets
✓The ability to work under pressure
✓Passion about technology & how it benefits businesses
✓A proactive, can-do attitude
✓Professional communication skills
✓Outstanding customer service
✓Troubleshooting and support of relevant/current Windows versions
✓Troubleshooting issues with laptops, desktops and printers
✓Office 365 administration and support
✓Active directory administration skills
✓Exposure to Active directory on Windows Server 2008 and above
✓Understanding of PC hardware, accessories, and connections
✓Administering computer systems and networks [change logs, backup, anti-virus checks and general updates]
✓Good understanding of the Network stack [TCP/IP]
✓The 1st Line Support Engineer offers:
✓Working hours of 8.30am-5pm Monday to Friday
✓25 days holiday + bank holidays
✓Salary up to £24,000 pa
✓Progression from this position will be onto 2nd and 3rd line support
✓Cycle to work scheme
✓Dental Insurance
✓Eye care vouchers
✓Healthcare cash plan
✓Access to an EAP
✓Medical private insurance
✓Activity pass
✓Car salary sacrifice scheme
✓RAC breakdown cover
✓Technology vouchers
✓Travel insurance
✓At Venatu Recruitment Group, your right to privacy is important to us
✓By applying for this 1st Line Support Engineer, your information will be entered into our recruitment system
✓This will enable you to register for job alerts, apply for jobs and for us to help you find your next role
✓To read our full privacy policy please visit the Venatu company website Show more →