1st Line Support / First Line Support

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1st Line Support Engineer - City of London - Perm - £27k - £35k Per Annum.

The Company

A data security company based in the City of London, seeks an experienced Technical Customer Support Engineer, to join their growing team.

The Role

The Technical Customer Services Executive reports directly to the Customer Services Director but is part of the technical support team in Chennai, India as well as the customer services team in London.

Primary responsibility is to provide superior technical help and answers to a user's technical issues through the identification of the problem itself, research on responses and subsequent provision of guidance.

Responsibilities

*You will act as the main point of contact between the technical support team in Chennai, India and the customer services team in London.

*You will independently interact by phone or email with users around the world.

*You will monitor and manage the progress of tickets and ensure updates provided according to set SLA.

*You will troubleshoot technical challenges faced by users involving different OS, Browsers, 3rd party software's etc.

*You will follow all applicable Best Practice and Workflow procedures.

*You will ensure proper documentation for cases handled and technical knowledge base is current and accurate.

*You will undertake regular manual testing of the application.

Experience Required

TECHNICAL SKILLS

*Basics of IIS, Web and Windows Services.

*Good knowledge of the operating systems and relevant hard or software

*PC proficiency with Microsoft Office, Adobe and current web-related technologies.

*Basic understanding of browsers, firewall, antivirus and other network related components.

EDUCATION AND EXPERIENCE

*Strong experience in technical customer support.

*University bachelor degree or equivalent.

If you are interested in this role, please apply now for immediate consideration.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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