DV 1st line software support engineer

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We are looking for customer-focused and enthusiastic 1st line software support engineer with a genuine interest in solving peoples IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.

The successful candidate will be someone who can provide first rate customer service. Responsibilities will include providing Helpdesk/Web support through remote tools, telephone assistance and email support. Ownership and management of tickets, including responsibility for the resolution and timely functional escalation within contracted SLAs.

We're looking for someone to support our continuous service improvement program, proactively contribute to our knowledge management program, and bring ideas and innovation to our service.

DETAILED JOB DESCRIPTION:

*Manage incoming phone calls/self-service requests/alerts and resolve at first point of contact or make appropriate routing decisions

*Proactively drive tickets and workflows and assertively chase any tickets in queues that are ageing

*Troubleshoot Windows Operating Systems and MS Office Suite, including Visio, Project and Access

*Diagnose and resolve a wide variety of hardware and software faults using remote desktop tools such as password resets, installing printer drivers, reinstallation of applications, and Outlook profile issues.

*Author processes, knowledge articles and working instructions

*Work within challenging SLA's and follow escalation paths to the leadership team and product specialists promptly when required

*Demonstrate the ability to methodically work through issues

*Achieve high levels of customer satisfaction

ESSENTIALS SKILLS/QUALIFICATIONS:

*Must be able to deal directly with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills

*Working knowledge of Microsoft Windows 10 and Office 365

*The candidate should have experience of Active Directory including admin functions

*High level understanding of Network infrastructure, LAN, WAN, TCP/IP knowledge

*Software application delivery via SCCM

*Using remote desktop control applications

*HP Service Manager 9 and ServiceNow

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.