1st Line Support – Godalming

2i Recruit are delighted to be working with a Managed Service Provider that offer 1st class customer service to an impressive range of clients! Due to continued success and company growth there is a fantastic opportunity for a tech savvy individual to join the team in a 1st line support role. The company offer great progression opportunities and a fab culture!

Role & Responsibilities

• Responding to, logging and managing calls from clients requiring technical assistance, primarily relating to general networking issues, Microsoft and Citrix Products from first through to third line level.
• Remotely assisting customers with issues and seeking a resolution.
• Maintaining frequent communication with clients to keep them informed of the status of their queries.
• Liaising with third parties in order to resolve client issues.
• Working within a defined service level agreement.
• Keeping customers and internal contacts informed of progress on calls.
• Managing a queue of calls, responding according to priority, closing calls efficiently and re assessing your workload each day, reassigning calls where appropriate.
• Researching technical problems that you are not familiar with, in order to find a fast and effective resolution for the client.
• Supporting on site engineers with research and assistance.
• Trouble-shooting and solving client queries quickly and efficiently.
• Handing over calls for queries for which you cannot find a resolution or to ensure the most efficient spread of the workload across the whole team.
• Taking part in a rota of first line support provision.
• Ensuring that you deliver a professional, customer focused service at all times.
• Ensuring a good relationship between contracted support customers and colleagues.
• Ensuring that onsite engineers are briefed on the history of support calls where appropriate.
• Making recommendations for improvements to the Support Manager
• Attending Supplier product briefings and training courses.
• Maintaining industry accreditations and attending relevant training courses.
• The timely and accurate completion of internal paperwork and systems, including the customer database.
• Ensuring that all of your activities are completed in accordance with the companys ISO procedures.
• Working with other members of the team to ensure that the highest standards of customer care are delivered at all times.
• Assisting in other areas of the business if required, to cover sickness, holidays or client needs.
• Attending and participating in company meetings.
• Ensuring that you maintain clear, polite, well-spoken contact with all clients regardless of their attitude.
• Maintaining a professional image at all times.

 

Person Specification

• Happy to turn your hand to new technical issues and solutions, and enjoy problem solving and fault finding.
• Smart, well presented with strong written and verbal communication skills.
• Well organised with an ability to manage a demanding workload and understand client priorities.
• Genuinely interested in the IT industry, with a personal drive to keep your skills and knowledge up to date or ahead of the game.
• A people person who can keep calm in stressful situations and explain technical solutions to non-technical end users.
• A team player, focussed on delivering good service, supporting clients and colleagues but able to work independently.
• Committed to your work, flexible in your approach and willing to go the extra mile on a daily basis.

 

Technical Skills

A broad range of technical skills are required for this role, and training will be provided for any areas where you don’t have strong knowledge. The following skills would be a particular advantage

• Windows Server Operating Systems
• Windows Desktop Operating Systems
• MS Exchange Server
• Anti Virus Software
• Back Up Software and Hardware
• Server and Desktop Hardware
• IP Networking and Routing
• Netscreen Firewalls
• MS SQL Server
• Citrix

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.