1st Line Support Engineer
Description✓The role we are recruiting for is with a large IT Service Provider based in Nottingham on contract initially for 6 months
✓The ideal candidate will have 1st and 2nd line experience.
✓Day to day duties and expectations
✓· Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
✓· To take calls, log incidents and resolve within the limits of knowledge and contract
✓· Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
✓· Provide Technical Leadership in own specific area of expertise.
✓· Document and reports on work completed to ensure compliance with Company and Customer Procedures.
✓· Contribute to the development of technical procedures and standards to meet business and customer requirements.
✓· Escalate issues in line with company processes to ensure customer demands are met.
✓· Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
✓· Evaluate escalations and resolve appropriately to ensure customer demands are met.
✓· Provide customer service to internal and external customers to ensure consistent experience.
✓· Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
✓· Identify own development needs in line with business objectives.
✓· Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.
✓· Act in accordance with Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
✓· Ensure Department/Contract meets SLA performance targets
✓Skills/experience required in detail
✓· Experience in a First Line Support capacity, with demonstrable experience of resolving incidents for a large corporate customer
✓· Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure
✓· Committed to customer satisfaction and ownership of issues
✓· Experience of supporting Windows 7 and Microsoft Office 365 including Outlook
✓· Experience with supporting remote workers across a VPN
✓· Demonstrates analytical and systematic approach to resolving complex problems and assignments.
✓· Takes initiative in identifying and negotiating appropriate development opportunities.
✓· Able to define and follow instructions and procedures
✓· Proven experience in IT Service environment.
✓· Demonstrates the ability to absorb and apply technical information Show more →
✓The ideal candidate will have 1st and 2nd line experience.
✓Day to day duties and expectations
✓· Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
✓· To take calls, log incidents and resolve within the limits of knowledge and contract
✓· Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
✓· Provide Technical Leadership in own specific area of expertise.
✓· Document and reports on work completed to ensure compliance with Company and Customer Procedures.
✓· Contribute to the development of technical procedures and standards to meet business and customer requirements.
✓· Escalate issues in line with company processes to ensure customer demands are met.
✓· Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
✓· Evaluate escalations and resolve appropriately to ensure customer demands are met.
✓· Provide customer service to internal and external customers to ensure consistent experience.
✓· Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
✓· Identify own development needs in line with business objectives.
✓· Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.
✓· Act in accordance with Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
✓· Ensure Department/Contract meets SLA performance targets
✓Skills/experience required in detail
✓· Experience in a First Line Support capacity, with demonstrable experience of resolving incidents for a large corporate customer
✓· Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure
✓· Committed to customer satisfaction and ownership of issues
✓· Experience of supporting Windows 7 and Microsoft Office 365 including Outlook
✓· Experience with supporting remote workers across a VPN
✓· Demonstrates analytical and systematic approach to resolving complex problems and assignments.
✓· Takes initiative in identifying and negotiating appropriate development opportunities.
✓· Able to define and follow instructions and procedures
✓· Proven experience in IT Service environment.
✓· Demonstrates the ability to absorb and apply technical information Show more →