1st Line Service Desk Engineer

at  FluidOne

Location:
Colgate
Report to:
NOC Duty Manager
Salary:
Competitive
Hours:
Perm 37 hours a week 7am - 1am (7.5 hours shift pattern) Monday to Sunday, 5 day weeks

FULL JOB SPECIFICATION:

Your primary focus will be to provide 1st line support to FluidOne’s customer base acting as the first point of contact for our customers. The primary objective of the role is to provide first time resolution, this will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd or 3rd line specialist teams to investigate and resolve.
This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry. With focus on customer service, you will be fully supported and trained to gain the knowledge and skills required to reach your potential within this role, opening doors for progression within our expanding company.

EXPERIENCE / QUALIFICATIONS:

Essential:

• Demonstrates excellent written and verbal communication skills.
• Demonstrates good organisational skills.
• Has a strong enthusiasm for technology and delivering world class customer service.
• Is a strong team player.

Desirable:

• Awareness of ITIL framework.
• Awareness of WAN/LAN technologies.
• Experience working within a service desk environment.
• Good working knowledge of Microsoft Business Applications.

Client Support:

• First point of contact for support enquiries by phone, email and client portal
• Responsible for working within the support team and escalating problems to the necessary engineers. Logging details of faults in our ticketing system, diagnosing and resolving faults.
• Coordinating tests and troubleshooting with clients to resolve technical faults.
• Liaising with vendors, suppliers and partners to resolve technical faults.
• Keeping clients well informed on progress of support tickets, by phone and email
• Reaching resolution of incidents within SLA and to the quality standards demanded by FluidOne’s policies.
• Providing occasional remote hands assistance to customers

General:

• Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs
• Adhering to quality communication standards defined by FluidOne.
• Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses
• Undertaking any other duties deemed suitable by management.
• Maintaining job related training as required by management.
• Happy to work in a busy office environment and able to multitask.