1st Line Support Engineer

1 week ago


Hatfield, Hertfordshire, United Kingdom Adecco UK LTD Full time £178

1 st Line Support Engineer working with Telecoms Company for an initial 3-month contract , this will be paying up to £177.50 per day (inside IR35). The client offers Hybrid Working , 3 days per week in the Hatfield Office.

To be eligible for this role candidates must hold Active SC Clearance.

Main Responsibilities

  • Provide SME function for customer/internal and external.
  • Manage complex customer interactions and issues with autonomy.
  • Incident management responsibility.
  • Highly professional customer service interactions.
  • Create and maintain knowledge management.
  • Close the loop with escalations and complaints.
  • Complete up to 2nd line diagnostics including but not exclusive to router diagnostics.
  • Provide SME function for customers and customer solutions.
  • Perform technical diagnostics and resolve incidents at first point of contact where possible.
  • Train members of the team on new products/services.
  • Lead role on products/services, providing high level of technical expertise to customers both internal/external.
  • Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager.

Required Experience

  • Excellent communication skills.
  • Excellent customer service experience.
  • Capability to achieve Cisco accreditation.
  • Proficient IT Literacy.
  • Managing complex technical customer issues.
  • Experience of service.
  • Good Knowledge of IT technologies
  • Experience of service management IT tools.
  • ITIL4 Foundation - Preferred
  • ISO27001 awareness

Please apply should you meet the requirements.

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