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System Force I.T. Ltd
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Gloucester, Gloucestershire
First Line Helpdesk Engineer
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Job Type: Full-time |
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Salary: £18,500 per annum |
Overview
System Force I.T. based in Quedgeley, Gloucester are looking to expand their team. We are a privately owned I.T Engineering Company, Supporting Clients thought out the UK and Europe. Have you an interest in cutting edge technology; know your LAN from your WAN and can navigate the best routes between connections, firewalls and the Cloud? Do You have the attitude that nothing is ever impossible ? Have you got the technical ability and customer care skills to be the first port of call for clients reporting faults? You will need to excel at remote troubleshooting and providing a 1st line fix where possible. Location: Quedgeley, Gloucestershire Hours of Work: 8:30am- 5:30pm Monday, Wednesday and Friday 8:00am- 5:30pm Tuesdays and Thursdays On Call Via Rota (Currently one in 7 Weeks) Salary: £18,500 - £22,500 per annum Key Responsibilities & Accountabilities: • Being a 1st port of call for clients reporting faults and queries in relation to orders • Handling incoming customer calls, recording their details and managing their requests • Performing remote troubleshooting through diagnostic techniques and relevant questions • Providing a 1st Line Fix where possible • Working closely with 2nd Line Support team where necessary • Providing regular updates to customers on the status of reported faults and escalating to other team members where appropriate. • To log all faults, Create Tickets and ensuring that full details are included • To co-ordinate/project manage jobs passed to the Service Desk from the Sales Team ensuring that good communication is maintained with Customers, Suppliers, Account Managers and Engineers • Keeping the Client Information systems regularly updated with notes on the progress of all faults/orders Essential Criteria: • Good basic understanding of computer systems, mobile devices and other technology products • Ability to investigate and use logical thinking to diagnose customer faults/issues • Strong time management, multi-tasking and organisational skills • Process driven worker • Team Player • Problem solver able to resolve issues in a timely and accurate manner. • Good active listening skills • Clear and polite telephone speaking manner • Customer-oriented and cool-tempered • Excellent Letter writing skills (email) • Full UK Driving License The role requires experience in the following Technical Skills • Windows Server, Active Directory/DNS/DHCP and Windows Desktops • Switches, Routers and Wireless Systems • TCP/IP, Networks, NAS and Security Corporate Antivirus • Office 365 & MS Office, Outlook • Remote Support Systems • Helpdesk Ticket Logging and Management To apply for this position, Please email a full cover letter and CV. In your Covering letter, please tell us your notice period, and why we should consider you.