First Line Support Engineer

First Line Support Engineer (London)

Our client prides themselves on providing quality technical support on their full portfolio of products which range from broadband connectivity, hosted voice, PABX, WLR, Managed WiFi and mobile telecoms. The support team deals with a wide variety of support queries as well as pre-sales technical enquiries too.

 

Job Position Summary:

Our client is looking for a mainly an office based engineer to join their existing support team in providing support to our clients. Support entails fault diagnosis and resolution of all voice, data and mobile services, diagnosis, reporting and tracking and keeping customers updated during the process.

You will be providing support on other products and services that they offer which include managed routers, switches and managed WiFi. Working mainly from their Putney office, you will be expected from time to time to site visit for further diagnosis and resolution.

 

Key Responsibilities:

• Deliver support to customers via telephone, email and remote control for the range of services and products that they provide.
• Diagnose and resolve all customers’ first line support issues.
• Report and track faults through their wholesale suppliers and report back to the client at regular intervals till conclusion.
• Answer customer questions relating to any technical requirements
• Escalate to second line for resolution.
• Daily report to line IT manager.

Person Specification:

Our client is looking for an enthusiastic individual with experience in providing basic voice and data support to office environments and an interest in cross-platform networking, Internet technologies. Someone with excellent communication skills, able to work as part of a team as well as managing their own work load and time management. Motivated to learn – through on the job training, formal training and personal study.

Education / Qualifications

• Minimum of GCSE / A-level
• Post-secondary school education, relating to IT and any other IT/network related qualifications or training are also desirable.  

Skill Requirements:

• Experience in providing IT support, ideally in a helpdesk environment
• Excellent communication skills – including written and verbal
• Able to work independantly and under pressure
• Self-motivated
• Good time management and priority handling
• Ability to diagnose and resolve problems
• Initiative to find answers to new questions
• Professional working attitude

Experience in the following would be highly advantageous.

• Network Cisco, Mikrotik, Managed Switches, Routers and Firewalls
• DSL
• DNS
• TCP/IP
• VOIP