Role Overview

Length of expected time in role: 18-months

The first line engineer is the first point of contact for our client’s requiring support. They must be able to handle customer requests and incidents via the phone and email, whilst maintaining key procedures and documentation such as asset registers. Our first line engineers will be placed on an 18-month apprenticeship to provide the qualifications necessary to move into a second line role.

Primary Role Responsibilities

Customer Service, 1st point of contact for customers;

Technical ability to resolve issues/requests using a guide or procedure;

Updating and managing requests and incidents via a ticketing system;

Setting up Laptops;

Distribution of equipment to our clients;

Maintaining Documentation;

Overview of Tasks and Responsibilities

Provide any supporting reports to stake holders as and when required.

Answering incoming calls in the first instance by phone or email; from a varied ‘user-pool’.

Have a sympathetic and understanding approach to all service users.

Produce any follow up actions and escalate as necessary within the business;

To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA.

Maintain a log of any software or hardware problems detected.

To take ownership of user problems and be proactive when dealing with user issues.

Support users in the use of computer equipment as and when needed.

To log all calls on the Zendesk call logging system and maintain full documentation.

To allocate more complex service issues to the 2nd line IT engineers.

Respond to enquiries from clients and help them resolve any hardware or software problems.

Skills & Experience

Must have worked in a customer-facing role for 1+ years

Be familiar with ticket systems, logging and remote management and monitoring processes;

Able to use basic Microsoft applications, such as Word, Excel.

A basic understanding of networking (TCP/IP, DNS, DHCP etc.), voice and data communications;

Location & Travel

Primarily working from the office/technical build room in Earl Street, London. due to the requirement of deploying devices.

Travel costs and expenses outside of normal working requirements will be reimbursed.