1st line engineer

1st line engineer The Company: Focus IT have the pleasure of working with this WELL established IT and Telecoms Solutions Company. Due to demand, they are seeking an IT Support Engineer to complement their existing support team. The Role: The role will be to proactively ensure that clients receive exceptional Customer service during all contact with the Service Desk and onsite support, thus ensuring continual exceptional operational service. You will be required to provide 1st /2nd level IT support from minor password resets to hardware PC Break/Fix. The role will be permanently based at my clients customer site in Northampton. 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 continual and regular updates throughout the management of incidents, whether assigned to you or a higher level engineer. The role will require you to work effectively as a 1st level support engineer. The Candidate: The ideal candidate will be a 1st line and 2nd line IT Support Engineer background, with impeccable customer service skills. You will be someone that is technically minded with an in-depth interest in Software based support such as Microsoft Operating systems. Good solid 1st line experience. KEY RESPONSIBILITIES: • To handle incoming technical support incidents, requests and changes onsite. • Provide updates and ensure ongoing customer communication is maintained. • Resolution of calls ranging from simple password resets to complex server queries. • Escalation of calls to the Service Delivery Team Leader as necessary. • To work as part of a close-knit and highly skilled team of Support Engineers. • Provide excellent customer service to my client’s customers. • Work with other internal teams (3rd Line Technical Delivery Teams, Development, Projects, etc.) • Perform software builds/re-builds on PCs and laptops as required. • Fix hardware faults and install upgrades to client hardware. • Attend customer premises perform on-site work. Key skills/qualifications: • Excellent customer service skills. • Keen focus on attention to detail, and good written/verbal communication skills. • Minimum of 6 months technical support experience. • Self-motivated professional with ability to work both alone and as part of a team. • Possess advanced problem-solving and analytical skills. • An excellent personal time-manager with good prioritisation abilities. • Be able to continuously meet targets and surpass expectations (both internal & external). This role is a 1st /2nd Line Service Desk Engineer and can also be known as a Support Analyst, Helpdesk Analyst, 1st Line Engineer, IT Support Engineer and Helpdesk Engineer. For the right candidate there will be a structured career path with opportunities to grow into 2nd level and higher level job roles.