1st Line Support Engineer

Posted 3 October by CLEARLINE RECRUITMENT LTD
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Job Title: 1st Line Support Engineer

Location: Brighton

Salary: £20k-£24k

Hours: 12 hour shift pattern (7am-7pm or 7pm-7am)

Our client based in Brighton are looking to recruit a 1st Line Support Engineer to work as part of the 24-hour operation within the highly skilled Service Centre Team to deliver exceptional 1st Line support services to their customers.

Responsibilities:

  • Follow work Instructions and processes to manage incidents, investigate alerts and carry out change requests
  • Investigate and help resolve issues on customer's network and IT estates using agreed troubleshooting methodologies
  • Manage support cases to enable fast resolution that exceeds our customers' expectations, escalating as required
  • Ensuring accurate recording of all cases using the Company's ticket management tool and closing within agreed timeframes
  • Using the central document repository, to ensure knowledge sharing across the team and enable best practice
  • Ticket SLAs and KPIs are achieved
  • Escalation procedures, policies and working practices are adhered to
  • All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe

Requirements:

  • Cisco CCNA qualification or industry experience with no relevant Cisco qualifications
  • Ability to communicate effectively and build relationships to understand client requirements
  • Accurate recording of information
  • A self-motivated attitude
  • Ability to deliver against deadlines and agreed targets
  • Ability to work 12 hour night and day shifts on a rotational pattern
  • Customer Service Focus
  • Operational Performance
  • Team Player
  • Planning and Organising
  • Response to Change

For more information please contact Angela Potter at Clearline Recruitment.

Reference: 36267217

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