1st Line Technical Support Engineer

Location
England, Cambridgeshire, Cambridge
Salary
£20000 - £30000 per annum
Posted
16 Jun 2019
Closes
30 Jun 2019
Ref
00096172
Contact
Recruitment Genius Ltd
Sector
IT
Contract Type
Permanent
Hours
Full Time
You will like this role if you enjoy supporting an in-house product. It would be great if you are already doing this, maybe you would like a change and your current role just feels a little stale. They can offer you the opportunity to join a Support Team that is scaling quickly, if you are ambitious and want to progress swiftly into a 2nd Line role they welcome this and are here to support you.

They champion people with a desire to succeed and love to speak with ambitious Support Engineers. You will make a real difference to the service they provide their customers today and be crucial to how they and the company evolve.

SPECIFIC RESPONSIBILITIES
As a Support Engineer, you will have strong customer facing skills combined with good computer and networking skills, preferably including previous support experience.

THE ROLE
- Answering and resolving support issues via phone, video and email.
- Troubleshooting hardware and software issues.
- Reproducing issues and investigating causes with test infrastructure.
- Remotely assisting with video conferencing room installations and helping customers and partners optimise their audio and video experience.
- Resolution of all tier 1 video incidents within agreed SLA's.
- Responsibility for all client updates on tier1 incidents.
- Work within Reseller escalation process ensuring their tickets are dealt with within a timely manner.

REQUIRED SKILLS & ATTRIBUTES
- Passion and experience using technology.
- Computing and networking knowledge.
- Excellent interpersonal, customer service and communication skills.
- Attention to detail.
- Problem solving skills.

REQUIREMENTS
- Front line phone support for Customers, Resellers Technical Field, and Sales Professionals.
- Professionally answer incoming calls, understand the customer's needs and their environment to resolve Tier One customer issues.
- Accurate processing in the ticketing system of tickets requests and escalations.
- Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

BENEFITS
- Competitive Salary.
- Salary review annually.
- EMI share option scheme.
- Private medical insurance and long-term sickness/disability insurance.
- Life insurance of four times salary.
- Assistance with relocation expenses if applicable.
- 25 days annual holiday plus bank holidays.

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