1st/2nd Line Support Engineer / Customer Service
Job Type : Permanent, Full Time
Salary : £20000 – £30000/annum
A 1st/2nd Line Support Engineer / Customer Service person is required for this IT company based near Winchester.
Key Responsibilities
* Providing first and some second line support and escalation of helpdesk tickets to their customer base, working to specific SLA’s
* Providing incident management & stakeholder facing communication for customers as required (with the expectation of leading a multi manned P1 Bridge Line).
* Basic remote support and change management assistance to the customer base
* Manage and monitor call queues ensuring adherence to customer SLA’s
Qualifications/Skills required
You do not need to have all the following but should have experience in some of:-
* Experience of technical support and of computing technologies.
* Good understanding of networking, TCP/IP and internet technologies.
* Knowledge of Microsoft O/S, with Linux an advantage.
* Passionate about IT with a constant desire to learn and advance knowledge.
* Able to work under pressure and an ability to multi task.
* Excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.
* Good telephone manner, good analytical and problem-solving skills, ability to learn quickly and cross-apply knowledge
Shift pattern
6 day duty cycle followed by 4 day rest period – 4 days off every 10 days (compared to a normal cycle of 4 days off every 14 days)
* 2 days of Early Rota : 07:00 to 14:00
* 2 days of Late Rota : 14:00 to 22:00
* 2 days of Night Rota : 22:00 to 07:00
* 4 days off
More Information
- Address Winchester, Hampshire
