Tier 1 Technician

Xara Computers Ltd
From £16,000 to £21,000 per annum
27 Sep 2016
25 Oct 2016
Contract Type
To provide 1 st contact to customers for all contracted services. To detail and log client support issues. To act as a single point of contact for the client base. To escalate and pass on calls when required. To provide remote and onsite support where necessary. To keep internal systems up-to-date. To provide excellent customer service. To obtain accurate user and fault information. To provide tier 1 technical support and troubleshooting. To achieve a 70% first fix rate. To meet contractual SLA targets. To provide a consistently high level of communication to customers and colleagues. To research and document faults, configurations and resolutions as required. To follow office procedures for day to day tasks. To assist in PC repairs and general workshop tasks. To assist senior technicians onsite when required and to carry out onsite work alone for minor jobs. Responsibilities: Helpdesk: Answering all incoming calls within 3 rings. Providing initial troubleshooting for support issues via remote connectivity, including but not limited to Configuration and management of user accounts, mailboxes, logon scripts, shares, print queues and any administration and tier 1 troubleshooting. Detailing client supported issues through our ticketing system. Passing any non-supported issues through to sales to quote. Updating tickets as work is carried out and contact is made. Gathering all relevant information to troubleshoot the issue. Keeping the client regularly updated. Keeping our ticketing system, RMM tools and internal systems up-to-date. Completing 70% of tickets without escalation on a first call basis. Assisting tier 2 with tasks, tickets and projects. Monitoring and troubleshooting daily backups. Meeting client SLA targets. Closing a minimum of 16 tickets per day. Monitoring incoming support emails and actioning accordingly within SLA. Document faults and fixes to assist future trending and troubleshooting. Monitoring and actioning all service boards to SLA’s. Researching faults and resolutions. Reporting on persistent and regular issues or devices. 3 rd party liaison. Workshop: Repair and installation and configuration of PC’s and laptops and tablets. Configuration of routers and firewalls. Labelling and ticketing of all equipment. Keeping the inventory system up-to-date. Monitoring and actioning the field service board. Keeping the client regularly updated. Passing any sales requirements through to sales to quote. Carrying out general workshop tasks. Field: To assist senior technicians onsite when required. To visit onsite when required alone, to install routers, PC’s, firewalls, switches, laptops and other devices. Keeping tickets updated. Ensuring clients’ signoffs are completed. Taking pictures and floor plans of all work when onsite. Keeping the client informed of visit times and meeting those schedules. Testing any work carried out onsite and ensuring any other services have not been effected by the onsite work. Providing a single point of contact for any onsite ticket from start to completion. General: Giving a professional and friendly impression to clients at all times. Meeting exceptional customer service levels. Demonstrating, supporting and encouraging a culture of “customer comes first”. Participating in operational reviews and meetings. Managing time effectively to meet SLA targets. Contributing to general organisation development and process improvement activities. Manipulating data to produce reports or data cleansing. Representing the company: Attending public events Deputising for others whilst they are absent and undertaking any other reasonable tasks requested. This job was originally posted as www.cwjobs.co.uk/job/66723207

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