1st Line IT Support Engineer (X2) - Cisco Partner

Do you want to work for a leading Microsoft and Cisco Partner?

Our client are looking for MULTIPLE 1st Line Support Engineers who want to begin or excel their career working for a Managed Service Provider with excellent progression and training opportunities. 

If you are interested in this opportunity and want to learn more, we encourage you to apply! 

The position includes but is not limited to the following responsibilities:

• Provide initial triage of tickets raised by customers.
• Answer calls in a timely manor from customers calling into the service desk.
• Assign tickets to other technology queues for 2nd and 3rd line engineers.
• Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered.
• Assist server and network engineers with more complex tasks.
• Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily.
• Provide end to end ticket management to ensure customers are kept updated on the progress of their requests.
•  Follow documented customer specific procedures.
• Classification and prioritisation of requests in-line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently.
• Strong attention to detail - the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change.
• Maintain understanding of applicable technologies to contribute to a higher level of first time fix rates.
• Work in a shift pattern with start times of either 07:00, 09:00 or 09:30 depending on business needs.

Skills and Experience

• The ability to diagnose and troubleshoot IT related issues
• Diligent documentation and ticket management
•  Authority and confidence to deliver support to customers within specific technology disciplines
• Customer service skills and the ability to communicate with people of various technical levels
•  An ability to work and learn in a fast-paced environment
• Good organisational and time management skills
• Willingness to learn and adapt to business requirements

Salary & Package 

• £25,000 + Training + On Call / Overtime Opportunities