As a 1st Line Engineer you will be dealing with tickets from our service desk in fleet as well as potentially attending customer sites for adhoc work. Client facing skills are essential as well as a very good knowledge of systems, both hardware, server, and workstation OS.

The role will be primarily based in our office in Fleet.

• Responding to new and existing support calls within SLA, providing an efficient and friendly support service across an array of different systems for clients
• Remotely diagnose and gather pertinent information in a timely manner using a range of support tools and portals
• Visiting clients on site to assist in supporting customer needs
• Managing client expectations through excellent communication from initial start to finish
• Documenting knowledge articles and customer information in the company knowledge base

You will be the first point of contact for a wide range of customers as part of our talented help desk team. It will be advantageous for you to have some experience in IT technologies. Your day to day roles will typically include:

• Use of remote tools to assist customers in troubleshooting problems
• Remote/onsite support and project-based work (Travel to customer’s office for support/install with senior staff members)
• Build and maintain customer and partner rapport
• Manage technical issues, solutions, and sales opportunity progress by creating cases within the company help desk system
• Manage case escalation to maintain forward movement on customer issues
• Ensure clear, professional communication between the team and customer
• Create and maintain self-help documents
• Continue education by attending training sessions and reading technical documentation
• Research IT and telecoms products, we use and could use in the future to expand our catalogue of products we offer to clients.

Duties will include:

• Deal effectively with a range of customer enquiries and training requirements on the telephone, via email and face-to-face
• Work independently and as part of a team
• Running your own sales campaigns whether into prospects or existing customers, with support
• Holding appointments with prospective & existing students to identify their needs and selling appropriate training packages to them
• On-going customer account management