1st/2nd Line Support Engineer

Our client is a leader in Onsite communications.

Increased growth has led to the opening of a new role for a 1st/2nd Line Support Engineer to join their Edgeware based operation.

Job Role:

Provide IT Technical Support to all existing customers. Efficiently deal with enquiries from existing customers through to a satisfactory conclusion; ensuring repeat business by projecting a positive and professional image to the customers at all times. To build and manage telephone relationships with existing clients, pro-actively selling the companies products and services, establishing contact with customers.

Systems Supported:

• DECT Cordless Telephone Systems

• Paging Systems

• Messaging Software

• Lone Worker/Staff Protection Systems

• Fire Alarm Paging Systems

Duties:

• Provide 1st and 2nd Line IT Technical Support to all existing customers.

• Taking inbound customer calls ensuring all are concluded satisfactorily

• Providing Troubleshooting Support to customers on our products

• Checking and advising customers on Warranty repairs and purchases – checking validity on warranty claims.

• Sending out quotes to customers and chasing purchase orders

• Achieve the customer satisfaction and problem fix targets

• Checking all administration on sales quotations and orders

• Advising customers on Products

• Escalating calls to IT & Technical department where appropriate

Candidate Criteria:

• Previous Helpdesk (telephone support) experience.

• Excellent telephone manner.

• Strong working knowledge of Microsoft based operating systems with emphasis on Windows XP, Windows 7, Server 2003 and Server 2008

• EPOS or Technology experience (preferred)

• Some TCP/IP experience.

• Basic understanding of PC hardware set-up and configuration.

• ‘Hands on’ approach and a willingness to learn.

• Understanding of flexible working hours required for working within hospitality industry.

• Working within a team on a shift based rota including out of hours remote support.

• Pro-active approach.