1st Line Support Engineer

United Kingdom | Northwich, Cheshire, United Kingdom
Job ID: 34706

Job Description

Position at Comms-care

1st Line Support Engineer                            

An exciting opportunity within our Managed Services team has become available at Comms-care. Working as part of a passionate team you will be responsible for providing remote support to Managed Services customers as well as on-site Engineers. Providing desktop support to Comms-care employees across the business will be a fundamental part of the role.

Job summary:
As a 1st line Support Engineer you will assist with internal IT support, Managed Services provision and remote support to on-site field Engineers. At times, you will be working in a fast-paced environment with a focus on customer satisfaction. Ideally you will have a keen interest in IT and be a pro-active self-starter.

You will need to possess confident communication skills as the role will involve dealing with a variety of customer’s, internal employees and 3rd party support vendors. The primary role will include elements of administration and reporting, so understanding all aspects of IT Support would be beneficial. Ideally you will have completed your ICND1 or have equivalent knowledge and have an awareness of desktop support/troubleshooting.

Salary: up to £18,000 + on-call / OT
Location: Northwich, CW9 7UA

Duties & Essential job functions:
Principal Accountabilities but not limited to the following;

  • Provide 1stLine Triage / troubleshooting
  • Identifying when to escalate calls to ensure SLA achievement
  • Liaising with 3rdparty / vendor support teams
  • Escalating calls to 2nd/ 3rdline Engineers where necessary
  • Providing regular progress updates to customers
  • Administration of operational documents

Qualifications/ skills:

  • Ability to demonstrate an understanding of technology, knowledge of Cisco networking equipment and systems would be advantageous
  • Strong Computer skills, experience of using Microsoft Office and data entry systems
  • Experience in a Support/ Service/ Helpdesk environment
  • Must be extremely organized and well presented with excellent all-round communication skills
  • Willingness to take on new responsibilities, a can-do attitude and attention to detail
  • Preferred Cisco CCENT or Microsoft MTA Certifications
  • Ability to work unsupervised at times but possess a team-oriented mentality
  • Ability to work to tight deadlines
  • Able to work On Call when required
  • Agreeable to working shifts

Comms-care Benefits:

  • 23 Days annual leave + 8 Bank Holidays (increasing with service)
  • Additional Day off for your birthday
  • Great working environment
  • Auto-enrolment Pension
  • Health Care
  • Perkbox
  • Various local discounts

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