1st Line Engineer

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1st Line Support, Central Manchester, up to £22,000The main responsibility is providing 1st line telephone and technical support to a variety of clients, across a range of technologies.

The role is based on taking client phone calls, providing first time resolution where possible and resolving technical support tickets as part of a team on a busy Service Desk, working from our Manchester city centre office. Reporting to the 1st & 2nd Line Team Leader.Role Responsibilities

* Provide day to day technical support in an effective and timely manner as part of the Service Desk team

* Management of assigned tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets

* Work closely with 2nd line Engineer and Escalations Engineers to ensure client tickets are escalated in a timely manner in accordance with client SLAs

* Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required

* Provide support and assistance to other engineers

* Vendor manage tickets as required, ensuring regular updates provided to client

* Prioritisation and management of workload to meet contractual SLAs

* Work as part of a shift rota covering client contracted hours Monday to Friday

Tasks

* Answer inbound telephone calls to the Service Desk within 15 seconds

* Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request

* Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail

* Ensure assigned tickets are proactively managed and updated throughout the day

* Ensure clients receive updates as per the contracted SLA, note this may be more frequent for more critical or urgent issues

* Major incidents are escalated to Service Desk Management and escalated to advanced technical teams where required.

* Complete Timesheets accurately on a weekly basis

* Provide technical resolutions where possible, ensuring details of the resolution have been communicated to the client

* Review and update knowledge base documents regularly

* Verify, review and allocate tickets in the inbound unassigned queue as per the Managing Unassigned Queue process

* Ensure tickets are completed as per the Incident Management and Request Fulfilment process

Job Skills & Experience

* Microsoft Desktop, 1-2 years' experience

* Administering & supporting Microsoft Windows Server 2008/2012/2016, preferably in a VMWare ESXi environment or HyperV. 1-2 years' experience

* Administering & supporting Office365, with hands on experience of user and licence administration. 1-2 years' experience

* Administering & supporting Microsoft Exchange 2007/2010/2016. Experience administrating mailbox requests in Exchange. 1-2 years' experience

* Networking Experience (routers, switches & firewalls). Understand basic network terminology and basic network configuration. 1-2years' experience

* Knowledge of Data Backup Technologies, preferably Veeam. 1-2 years' experience

* IT Service Desk Environment. 1-2 years' experience

* Superior Customer Service Skills

* Able to prioritise and schedule own workload within a fast-paced environment

* Proactive and positive approach to problem solving and client interaction

* Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues

Company benefits

We offer a number of benefits, following a successful probation period. We offer a fantastic team-working environment geared towards promoting ideas and delivering solutions to our clients. We consistently look to develop and train our staff to provide the best possible support to our clients and therefore providing opportunity for career growth.

* Annual Bonus (subject to performance)

* Private Medical

* Group Pension (3% contributor)

* Life Insurance

* Annual incentive trip (subject to target achievement)

* Rewards scheme for top performers

* Long service reward programme