This company's reputation for outstanding customer service and client satisfaction means they are adding to their successful and growing team based near Chichester with an amazing opportunity for a 1st / 2nd Line Support Engineer.
They excel in providing business to business IT support services and are proud to have an extensive client base throughout the southern counties alongside some national and international clients.
The key to success in this role will be possessing an excellent telephone manner along with your ability to remain calm under pressure. Your ability to communicate confidently and effectively with a wide range of users is very important.
Job Description:
Working Hours: 8am – 5pm Monday – Friday (excluding bank holidays)
The role of the 1st / 2nd Line Support Engineer is to deliver a professional and exceptional level of customer service to our varied and growing client base, each with individual network set-ups and software requirements. Acting as part of a fast moving, dynamic and technically capable team responding to first and second line support requests via telephone, email, in person (for walk-in customers) and via on-site visits whilst continuously meeting customer service satisfaction and service delivery demands.
Key Responsibilities and Main Duties:
- Deliver a professional, friendly first-class customer service where clients are regularly kept informed, demonstrate the ability to communicate effectively both technically and non-technically as appropriate.
- Maintain quality and accuracy throughout the service delivery.
- Responsible for receiving, prioritising, documenting and actively resolving client issues within agreed time-scales.
- Promptly respond to inbound support calls when the 1st line support technicians are unable to do so, log reported incidents via the helpdesk system, accurately record the client details, nature of incident and level of urgency.
- Conduct analysis and implement fixes aiming to restore services to the client as soon as possible, ensure highest levels of communication with clients during and after resolution.
- Liaise with external suppliers, partners and third parties to resolve faults and repair of equipment.
- Carry out site visits and on-site troubleshooting as and when required.
- Undertaking other reasonable duties not specifically stated which from time to time are necessary, without altering the nature or level of responsibility.
Person Specification:
Essential Education / Qualifications:
- GCSE or Equivalent with Grades A-C in English Language and Mathematics
- Full clean driving license
Essential Experience / Knowledge:
- Previous experience working in an IT support role
- Excellent IT skills and computer literacy
- Working knowledge of Microsoft Operating Systems
- Experience of Server 2012 R2 or higher.
Benefits:
- Competitive salary
- 29 days annual leave
- Company pension
- On-site parking
- Employee assistance plans
- Employee perks and discount scheme