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1st Line Support Engineer

3 months ago

Fareham, Hampshire, United Kingdom Aerial Direct Limited Full time

1 st Line Support Engineer – Service Delivery
The Service Delivery team are one of our fastest growing teams, and we're looking for a new 1 st Line Service Desk Engineer to join them. Based in our newly refurbished Fareham offices and r eporting into our Head of Service Delivery, you w ill be involved in resolving phone, email and remote enquiries from our IT and Telecoms customers.

You may currently be working within a technical support capacity, and ideally you'll have a solid understanding of network terminology e.g., WAN, LAN etc. but a s much as your technical skills count, your ability to work unsupervised & under pressure are important along with your analytical, numerical, literacy and prioritisation skills. This would represent a great opportunity if you're looking to take your knowledge and interest in IT to the next level – a fantastic career with a proven development track, in a growing company committed to the growth of our employees. What do we offer?
  • Holiday rising with each year of service
  • Your Birthday Off - after all it's the most important day of the year
  • Christmas Closure in addition to your annual leave
  • Free eye tests & support towards glasses
  • Gym Discounts
  • Our Employee Assistance Programme offering confidential Wellbeing Support
  • Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards
  • Company pension scheme
You'll get involved in:
  • Resolving 1st line calls as appropriate, ensuring that the call is closed accurately and efficiently.
  • Handling support or service requests for; workstations, servers, networks, connectivity and telecoms systems.
  • Managing incoming support requests via multiple channels and deal with such requests in a timely manner to completion or escalation.
  • Providing consistent and prompt support and guidance to a high standard for all customers, keeping them informed of progress in the event of issues not being resolved immediately.
  • Documenting customers setup and services
  • Providing assistance to other members of the department as and when required.
Ideally, you'll have experience of:
  • Windows 7-11 Administration, troubleshooting and Support.
  • Active Directory Administration
  • Office 365 Administration
  • Basic Administration of Servers and mobile email technologies.
  • Strong communication and customer service skills.
  • Ability to quickly learn new applications and technologies.
It would be great if you have:
  • Networking knowledge covering Broadband, Local Area Networks, Switches & VLAN's
  • Experience installing, configuring, upgrading, and relocating PC hardware
  • Previous experience of PC hardware troubleshooting and problem solving.
  • Microsoft Certification
  • Previous experience within an IT support role, along with networking and VoIP experience would be an advantage but is not essential - Full training will be provided
Who are we? We exist to enable our customers to have the conversations that matter. We do thisthrough effective partnerships andagreat customer experience. Working at Aerial Direct isn't just a career, it's a decision to be better. It's choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and you'll be given the tools, training, and support needed to do a great job.
We are proud to be one of the UK's leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK. Our Process
Step 1: Is there a fit? You'll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you're looking for from your career
Step 2: Meet with your would-be manager, our Head of Service Delivery, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. You'll run through a few scenario based questions, and get the opportunity to ask anything you'd like to learn about.
Step 3: If it looks like a good fit from both sides, we'll be looking to make you an offer Our Values: All: We are one team enabling each other and the business to thrive
Elite: We will be the very best that we can be for our customers and our colleagues
Respectful: We dhow respect for our environment, our people and above all else, our customers
Impeccable: We will deliver the best customer experience and service in all we do
Agile: We're always looking to be one step ahead, quick to move, and to anticipate our customers' needs
Limitless: We seek continuous improvement in order to grow and develop the business We understand that some individuals may hesitate to apply for a position if they do not meet all of the listed requirements. However, we firmly believe in recognizing potential and are open to considering all applications based on the skills and experience candidates possess. We are committed to fostering growth and welcome applicants to pursue opportunities with us.

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