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1st Line Support Engineer

Updated: Feb 16, 2022

Job reference - 378

Location - Reading, Berkshire (hybrid working on offer)

Salary - £27,000+ Benefits

Job type - Permanent

A fantastic opportunity has become available for a 1st Line Support Engineer to join a reputable business based in Reading.

**Hybrid working is available**

The successful 1st Line Support Engineer will represent the Support Desk and deliver best practices when communicating with clients via an ITSM system. You will need to establish yourself as one of the ITSM system subject matter experts within the company. You will need to be comfortable and adept at communicating, alongside Customer Success and Development teams, to deliver ticket status updates to clients, which can be positive as well as negative. We are looking for an individual with the ambition to quickly grow to a Level 2 support desk role.

Key skills required for a 1st Line Support Engineer:

  • At least 2 years of 1st Line support experience supporting users, ideally in a B2B SaaS environment (but not essential)

  • Excellent written and verbal communication skills

  • Drive to deliver a client-centric experience

  • A hard-working individual who can work as a team and learn new skills

  • Has the ability to continually self-learn and improve

  • Any Healthcare, Retail, or Construction experience would be preferred but this is not essential as training will be provided.

  • High attention to detail

Key responsibilities for a 1st Line Support Engineer:

  • Provide remote technical support to all clients across the Healthcare, Retail & Construction sectors

  • Provide an initial response to client tickets

  • Perform initial triage of client tickets

  • Update and manage support tickets to completion via an ITSM system

  • Update client information on a CRM system (Salesforce - Service Cloud)

  • Prepare for and deliver weekly ticket calls and provide updated ticket lists, liaising directly with clients

  • Adhere to the internal and external support SLA’s

  • Escalate client tickets when required

  • Engage with clients to deliver real insight & added value through case and ticket management

So, if you are a 1st Line support engineer and looking to join a business where there are genuine opportunities for you to move into a 2nd line role in the future then please apply now.


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