Tier 1 Support Engineer / Helpdesk

Due to current growth, our client is seeking a Tier 1 Support Helpdesk / Engineer to join its team based in their Dorchester office.

Duties include: Initial support level responsible for basic customer issues; Gather the customer's information to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. Log accurately the customer problem; Identify and log what the customer is trying to accomplish so that time is not wasted on attempting to solve a symptom instead of a problem. Sort through the possible solutions available using appropriate knowledge management tool; Employ troubleshooting methods such as verifying physical layer issues, resolving username and password problems, verification of proper hardware and software set up, and assistance with navigating around application menus; Personnel at this level have a basic-to-general understanding of the product or service and may not always have the competency required for solving complex issues; Escalation to Tier 2.

The successful candidate must have the following Key Skills/Experience: Basic communication skills; Problem information gathering; Complete product knowledge at a user level; Escalation process; Customer Feedback; Following Procedure; Understanding and Addressing Key Performance Indicators.

Due to the high number of applications we are receiving at present, we are unable to respond to every application individually. If you do not hear from us within 3 days please assume that your application has not been successful. We may contact you in the future about other suitable positions.

EQUAL OPPORTUNITIES

Fresh Recruits is committed to a policy of equal opportunities for all work seekers and shall adhere to such a policy at all times and will review on an on-going basis on all aspects of recruitment to avoid unlawful or undesirable discrimination. We will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, pregnancy or maternity, age, disability, race, colour, ethnic or national origin, religion and beliefs, political beliefs or membership or non-membership of a Trade Union and we place an obligation upon all staff to respect and act in accordance with the policy.

Fresh Recruits will ensure that each candidate is assessed only in accordance with the candidate's merits, qualification and ability to perform the relevant duties required by the particular vacancy.