1st Line Support Engineer

An exciting opportunity has arisen for a 1st Line support engineer to join a fantastic company based in Fareham, Hampshire.

Essential Skills required for a 1st Line support Engineer:

Basic understanding of Managed Services offering and outsourced services
Basic technical skills in all areas
Basic knowledge and understanding of RMM system and company ticketing system
Printer trouble shooting, Citrix/terminal server re-sets, basic ADSL troubleshooting, basic LAN/WAN connectivity troubleshooting, new user accounts, file folder permissions, AD administration, desktop
support, basic application support
Technical Skills
Windows configuration and support experience (MTA or above preferred)
Basic Microsoft Exchange support experience
Active Directory administration
Basic networking skills
Citrix support experience
Cisco Router support experience (CCENT or above preferred)
HP ProLiant Server Hardware support experience
VMware support experience (preferred)
An understanding of storage technologies Netapp, (HP Sans, EMC)

Desirable experience/skills for a Service Desk Analyst:

An understanding and technical background in an MSP
ITIL Foundation Certified
Previous employment in a first line position
Previous experience of call management software
Technical skills:
MTA
Comptia A+ N+
CCENT

Duties & Responsibilities required for a Service Desk Analyst:

To provide excellent customer care and support through efficient and organised ticket management
Providing Skill Level 1 resolution to incidents and requests, and appropriately escalating all other
Ticket triage – assessing ticket priorities and escalating when required
Liaising with third parties and customers with regard to incident resolution and requests
Initiate basic back up restorations
Process and procedures
Ensuring tickets are completed and closed off in line with company procedures
Following up on tickets that remain open and requiring work in line with company procedures
Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
Ensuring all activities align with ITIL procedures
Escalating in line with company procedures
Customer Experience
Handling customer queries and complaints as required
Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with Account Management Team
Assist Service Desk Supervisor in managing Service Desk in such a way as to deliver excellent customer service
Efficient and Effective Working
Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
Providing a communication link with other departments/sites
Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s

So if you are an experienced service desk analyst looking for a new challenge, the chance to progress your career further and have the above skills/experience then please apply today!