1st/2nd Line Support Engineer

3 weeks ago

Reading, United Kingdom Prospero Integrated Full time

An exciting opportunity has arisen, we are working with one of the UK's leading AV System Integrators to find a talented **1st/2nd Line Support Engineer.**

**ROLE**: 1st/2nd Line Support Engineer

**LOCATION**: Reading

**SALARY**: Depending on experience

**ROLE SUMMARY**: We are looking for a customer service oriented 1st or 2nd line support engineer to provide support to users in an efficient and accurate manner. The goal is to make sure that customers value is maintained to the standards setforth by the company.

**Responsibilities of a 1st/2nd Line Support Engineer**:

- Provide 1st and 2nd level troubleshooting support to maintenance and conferencing customers
- Provide customer with regular updates on the progress of the Service requests
- Conveying resolutions to customers
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Ensure proper recording, documentation and closure of tickets
- Update service records throughout the service record's life cycle
- Update customer data and produce activity reports when requested
- Follow up with customers, provide feedback through to resolution
- Ensure logged faults are resolved within SLA
- Utilise excellent customer service skills
- Preserve and grow knowledge of help desk procedures, products and services
- Allocating engineer resource
- Ensure proper documentation is raised for engineers
- Follow up with engineers and ensure timely feedback
- Regular reporting to the Service Delivery Manager
- Providing support to the Help Desk Analysists when required
- Assisting with arranging staff training and awareness sessions
- Managing help desk rota
- Monitor Engineer Calendars

**What do we require from you?**
- Working experience in the help desk environment is required
- Minimum of 2 years' experience in a technical field would be an advantage
- Good experience with support of Audio Visual products such as Crestron, Cisco, Extron, Bi-amp Etc. would be an advantage
- Excellent telephone manner
- Working knowledge of Office packages
- Good communication skills
- Good communication and IT skills
- Experience supporting/Knowledges of working with PC's and servers, desired but not essential
- A basic understanding of Audio Visual products and connections (Screens, media players), desired but not essential
- Microsoft products including Windows desktop, Windows Server, Office and Outlook, desired but not essential
- An understanding of networking concepts eg WIFI, IP addresses, TCPIP Firewalls, VPN and Routers, desired but not essential

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