1st Line Support Engineer

1st Line Support Engineer

A well-known Technology based company in Peterborough is looking to recruit a Service Desk Analyst that can provide hands on support remotely to their clients.

The role involves

·Experience in Mailbox and AD admin with Windows Troubleshooting background ideal

• Troubleshoot hardware, software and network (LAN/WAN, wireless and remote access) problems
• Resolve account access/password problems
• Configure new PCs with standard software suite and business application
• Evaluate and test new products
• Reporting all incidents and requests, documenting and tracking them
• Write/review software installation instructions, knowledge base articles

• Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
• Proactively keeping Customers informed on incident or request status and progress.
• Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
• Adhering to Incident management procedures.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
• Resolve >60% of incidents logged as a First Time Fix
• Keeping up to date with the current standard procedures.
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
• Provide a point of technical escalation and expertise.
• Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

Please attach CV or call Peterborough Taskmaster to Enquire