Trainee 1st-Line Support Engineer
Ashford
£16-18k
VR/02671R

The role of Trainee 1st Line Support Engineer combines a clear commitment to customer satisfaction with a desire to gain technical skills. The Trainee 1st Line Support Engineer is responsible for the day-to-day support of our client’s IT customers. The role will include being first point of contact on the Helpdesk for customers. Logging tickets into the support system, liaising with the 2nd and 3rd line teams and other departments. Taking detailed descriptions and providing support as your skills progress. Support will be provided through email, tickets generated by the online portal and telephone contact direct with the customer.
The position of Trainee 1st Line Support Engineer provides the opportunity to move into the IT Support environment with the scope to train and grow within an established MSP.

Key Duties
• Provide Support for customers via telephone, email and online tickets
• Support, maintain and improve customer service
• To utilise and assist with development of technical libraries
• Provide accurate and timely diagnosis and rectification of customer faults, where not escalated
• Resolve or escalate problems and service requests according to established procedures
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Raise, update and close calls on service desk call management system
• Escalate call to other 2nd 3rd Line support/external maintenance companies
• To understand the escalation procedure and its protocols
• To work within current guidelines, protocol and policy
• To work closely with 2nd and 3rd line teams
Personal Specification
Essential:
• Microsoft Windows and Office
• Excellent communication skills and telephone manner
• Ability to follow procedures and mindful of attention to detail
• Able to make progress with minimal supervision
• Ability to work consistently in a dynamic and sometimes high-pressure environment
• Fluent English
• Management of own workload with minimal senior assistance
• Eye for detail
• Excellent at problem solving
• Impeccable customer service
• Dynamic thought process
Desirable Technical
• Active Directory
• Office 365
• Exchange Administration
• Windows (7/8/10) Administration
• Microsoft Office
• Hardware (Reloads, builds and hardware problem diagnosis)
• Mobile Device Support
• Basic Router Configuration
• Basic Windows Server
• Networking knowledge
This role is service desk based at Ashford but could involve despatch to customer site.

Hours: 8-hour day, includes 1 hour for lunch
Working Hours: 08:30 to 17:30 Monday to Friday