Service Desk 1st Line Engineer

at  Exponentiale

EXPONENTIAL-E

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Shift pattern - 2 Early shifts (7pm -7am) followed by 2 Late shifts (12pm - 11:59pm) followed by 4 days off

KNOWLEDGE AND EXPERIENCE REQUIRED:

• Experience in managing/troubleshooting Windows Desktop Operating Systems and Network solutions at 1st Line level.
• Applicants will ideally be CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Network.
• Experience in using ITIL based ticketing system (ITIL foundation preferred).

OVERALL PURPOSE OF THE JOB:

• Provide the primary point of contact for Exponential-e Customers to record all issues and requests.
• Provide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact.
• Provide 1st Line support to Exponential-e Customers to resolve any issues at first contact where appropriate.
• Work in a shift rotation to provide on-site 1st Line Service Desk support to Exponential-e Customers.
• Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution.
• Engage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated inline with the SLAs and KPIs.

KEY RESPONSIBILITIES FOR THIS JOB:

• Respond to manage the support contacts and tickets as defined within Service Level Agreements.
• Work as a team to deliver timely resolution to customer requests from telephone, portal and email.
• Escalate issues and appropriate Resolvers Groups wherever required in order to resolve an issue as quickly as possible.
• Maintain an understanding of the internal escalation process.
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• Performs general preventative maintenance tasks on computers, laptops and Network platforms.
• Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets).