1st Line Support - Proactive Appointments : Job Details

1st Line Support

Remote - travel to clients sites when required

Our client is looking for a motivated support engineer to join their team and kickstart their IT career. Training will be provided around the technical elements but their key focus is some one who loves IT and has a desire to start and grow their career. 

Key Responsibilities

•          Provide end user support via remote technologies and telephone support

•          Flexibility to attend customer sites to provide on-site support as required

•          Technical support for all endpoints - desktops; laptops and mobile devices.

•          Accurate assessment of the impact and urgency of a fault/request and respond accordingly, ensuring timely escalation to 2nd and 3rd line as and when necessary

•          Effective and efficient ticket management, to provide detailed technical troubleshooting notes and ensure frequent and timely updates are visible.

•          Work to ensure all tickets are owned and progressed through their lifecycle to a prompt resolution and agreed customer closure,

•          Create and maintain support documentation and knowledgebase articles

•          Cultivate and foster partnerships and positive working relationships with customers and colleagues, through the delivery of an excellent customer service, demonstrating expertise and displaying high levels of professionalism at all times

•          Work with internal and external resources to facilitate the prompt resolution of issues

•          Ensure SLAs and OLA’s are proactively managed and attained

Qualifications and experience

•          Full driving license (and own vehicle) is essential. Willingness to travel

•          A good level of understanding of Microsoft Cloud services and what they are and what services they provide.

•          Comptia or any Microsoft Qualifications will be an advantage 

1st Line Support

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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