1st Line Support Engineer

Job Title – 1st Line Support Engineer

Location – Leicester

Salary – £16,000 + £2,000 On Call Allowance + Benefits

InterCall are advertising on behalf of our sister company Magnetic North (part of West Corporation).

Magnetic North is a fast-growing supplier of market-leading cloud-based Contact Centre and Cloud PBX solutions. We are leading the Unified Communications and Contact Centre in the cloud revolution by providing organisations of every size with a high-availability, secure, enterprise-class solution at a fraction of the cost of traditional systems, together with transparent pricing, out-of-the-box integration and continuous product innovation.

The 1st Line Support Engineer will work as part of a busy team providing software support to external customers. The role will include answering incoming calls from external customers, logging queries, issuing support log tickets and proactively managing the issues through to resolution. The role is a customer care and support role with responsibility for 1st Line resolution of customer issues.

The ideal candidate will have a computing related qualification and will be keen and willing to learn in an environment that will provide the opportunity to gain invaluable skills and experience.

Responsibilities

• Log external customer software and IT issues accurately and take ownership for the proactive resolution of all calls.

• Resolve issues and where necessary escalate and manage calls to 2nd Line Support.

• Understand and adhere to Service Level Agreements to ensure the Company meets its goals for resolving each Customer issue.

• Co-ordinate internal resources, third party suppliers and customers to ensure the highest level of customer service is delivered.

• Where necessary reproduce customer environments and find resolutions to configuration issues and specific customer problems.

• To make use of and maintain the FAQs and Knowledge Base used internally and by customers.

• Support Internal and external projects.

• Maintain customer records.

• Conduct daily technical checks.

• There will be occasions where you are required to work on projects at customer sites.

• Answer SMS alerts or escalations from third party answering services, log and resolve issues.

• Update issues being progressed during Out of Hours and ensure these are communicated to relevant parties.

• The role will involve working on a rotating shift pattern: 07:00 – 16:00 and 12:00 – 21:00 Monday to Friday and Saturday 08:30 – 17:30 on a rotational basis based in the Leicester office. It will also require Out of Hours remote technical support on a rotational basis.

Qualifications, Skills and Attributes

• Proven experience of working in a customer service environment.

• Ability to communicate in both written and verbal form at all levels.

• The ability to work as part of a team and on your own initiative.

• A flexible, hands on team player who is keen to learn and progress.

• Able to prioritise multiple tasks working to tight deadlines.

• Organisational skills to ensure delivery is efficient, accurate and conducted in a timely manner.

• A good level of knowledge of desktop, laptop and mobile device hardware, operating systems and protocols.

• Software and hardware troubleshooting.

• A qualification in IT or a related field. A Microsoft qualification is desirable.

• Understanding of PCI-DSS and ISO27001.