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1st Line Support Engineer

4 months ago

Stafford, United Kingdom Xact Placements Limited Full time

My client supplies the latest technology solutions to organisations of all sizes across education, public and private sectors, helping thousands of organisations along their own digital transformation journeys.

**The Role**

To provide both excellent Customer Services and technical remote support to customers and other internal support technicians/colleagues

**Key Accountabilities**

Provide flexible working across Customer Services and where able, 1st Line Service Desk support
- To respond to reported incidents within given SLAs
- Provide high levels of customer service and ensuring customer satisfaction throughout
- To book engineers for on-site repairs where able
- Be able to escalate all issues to the Service Desk as required
- To maintain customer support documentation

**Main Responsibilities**
- To maintain a high degree of customer service for all support queries
- To take ownership of user issues and be proactive when dealing with users and customers.
- Accurately log all issues and requests in our Service Desk system
- Communicate clearly and concisely with other 1st/2nd line Service Desk Agents
- Proactively help resolve 1st line tickets where required and able to.
- Comply with internal management systems and safety procedures.
- Support corporate social responsibility strategy.
- To undertake any other ad hoc duties or projects as requested by the reporting Manager.

**Essential Experience Required**
- Microsoft Windows 7 & 10, Office 2013 onwards
- Basic understanding of broadband connectivity and LAN networking
- Knowledge of computer components

**Salary**: £22,000