1st Line support engineer

Job reference - 183

Location - Ringwood, Hampshire

Salary - up to £24,000

Job type - Permanent

Date posted - 07/03/2019

1st line support engineer 

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer and network systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Key Requirements for a 1st Line support engineer:

• Proven experience as a help desk technician or other customer support role.

• Tech savvy with working knowledge of office automation products, databases, and remote control.

• Good understanding of computer systems, mobile devices, and other tech products.

• Experience in Microsoft Server and Desktop Operating Systems preferred.

• Ability to diagnose and resolve basic technical issues.

• Proficiency in English.

• Excellent communication skills.

• Customer-oriented and cool-tempered.

• Fluent English Speaking (Required)

Responsibilities for a 1st Line support engineer Include:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by customers.

• Walk the customer through the problem-solving process.

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services.

• Record events and problems and their resolution in logs.

• Follow-up and update customer status and information.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Identify and suggest possible improvements on procedures.

So, if you want to work for a forward-thinking company and be part of a collaborative team then please apply now!