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Support Engineer
2 months ago
About Southbank-IT
At Southbank IT we put our clients’ needs first to deliver a truly bespoke and professional service. We do this by understanding their business & requirements before proposing a solution that provides their organisation with reliability, availability, security and scalability features and benefits.
Our solutions are backed up by a quality support service using smart technology to pro-actively monitor systems and solutions.
We are growing quickly, expect that growth to accelerate and are looking for enthusiastic, passionate and driven individuals to join our team. We offer flexible working, a good benefits package and competitive salary.
1st Line Support Technician
Location
This role is based in our London office, SE1.
About the role
Acting as the focal point of contact, the 1st Line Support Technician will provide solutions to all incidents.. You will ensure the highest level of customer service is provided and have a commitment to achieving SLA targets.
This role would be suitable for someone with a strong desire to progress and expand their IT Support skillset via official accreditations and additional training.
Responsibilities & Duties
- Act as a first point of contact for IT issues and queries
- Monitoring of hardware and technical troubleshooting
- Respond within agreed SLAs
- Ensuring the highest level of customer service is provided
- Take ownership of client queries
- Escalate queries to senior team members
Qualifications & Competencies
- Customer Focused. Must have an excellent record in providing high quality customer service. The candidate must take pride in ensuring the customer experience is positive from the logging of the call all the way to the resolution of the problem.
- Communication. Excellent phone manner. Must be able to communicate on all levels, both verbally and written.
- Team work. Understands the different elements it required to collaborate as part of a team.
- Independent. Must be able to demonstrate they can work independently, be organised and make informed decisions.
- Time keeping. Prompt attendance required daily, whether working in the office or attending site.
- Problem Solver. Must enjoy the challenge of troubleshooting with the ability to provide technical support/solutions.
Experience
- 1 year minimum experience in an IT support role
- Experience in a customer focused role
- Working knowledge of Microsoft Office 365 and Windows Applications
- Ability to work in a proactive way in a fast-paced environment
- Strong accuracy and organisation skills
- Excellent written and communication skills
Why work for us
· Starting at 25 days annual leave + Bank holidays
· 5% Pension
· Life insurance of x4 base salary
· Flexible working
· Ride to Work salary sacrifice
· External courses for career development
· Annual bonus (discretionary based on Company performance)
· Annual salary review
