1st Line Support / First Line Support

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1st Line Support Engineer - Southampton - Perm - £18k - £20k Per Annum

The Company

An experienced 1st Line Support Engineer is required by a payments company, based in

Southampton.

Responsibilities

* You will to ensure that calls are answered within the KPIs. Issues are logged both by email and telephone, and B2B for all customers. You will need to follow the basic processes and diagnostics (1st fixes) to establish the exact problem on site and where possible take call to resolution within agreed SLAs.

* You will be responsible for escalating issues according to the escalation process and ensuring the right people are aware of any issues that need attention.

* You will be expected to Log & update all calls on both the internal call management system (Metro) and in some cases certain third party systems (e.g. Verisae). It is the Technical Support Analysts responsibility to ensure that the call management systems are up to date with all necessary relevant information.

* You are expected to provide software support using Remote Control/Access systems, following basic processes and diagnostics to establish the exact problem on site and implement fixes. This includes providing Technical support for both internal engineers and third party engineers on site and escalating to 2nd Line when necessary.

* You will be expected to represent the business in a professional manner when discussing issues with the customer and in some cases third party companies ensuring you leave them confident in your ability to provide the support required.

* You will be expected to notify specific management and the Customer management team via email using the agreed escalation procedure for all high level issues, with regular updates when requested (or necessary) as per procedure.

* You will ensure that all system alerts are dealt with in a proactive manner and will be expected to provide support to the Operations Team & Service Desk Administrator when necessary.

* You will be required to assist with the Implementation of new software, hardware releases and adhoc rollouts as part of a team, ensuring that procedures are followed and installations double checked at all times.

Experience Required

* Windows Operating System ranging from 2000 - Windows 7

* Network infrastructure

* Borland & SQL

* Visual Basics and C#

* Microsoft office

* Petrol forecourt systems

* Card Payment Processes

* Remote Connections

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

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