1st Line Support Engineer

Social network you want to login/join with:

First Military Recruitment is currently supporting an established and expanding business in the search for an IT Support Engineer.

This role involves providing technical help and assistance on Electronic Point of Sale Systems to new and existing customers.

Our client is keen to offer opportunities to ex-military personnel, but all applications will be considered.

Duties and Responsibilities:

• Assist in the efficient and effective operation of the IT Support Desk, primarily providing 1st tier IT Service support.
• Analyze support calls received via telephone, voicemail, and email; log relevant information; keep customers informed; and resolve faults within designated timescales and quality standards.
• Analyze 1st line faults, identify problems, research solutions, and guide clients through corrective steps.
• Manage conflicting priorities to ensure IT service standards are maintained.
• Work through faults allocated within the Service Desk database, prioritizing based on urgency and support request timing.
• Adapt work plans to changing demands and priorities to meet service level agreements.
• Communicate technical faults effectively to clients at all levels as part of the Support Desk team.
• Provide specialist advice and training on new or updated applications, including installation and configuration.
• Identify complex problems, review related information, and implement solutions.
• Maintain advanced keyboard skills to create, update, and escalate support calls within the Support Desk and third-party organizations.
• Provide out-of-hours support via telephone during weekends and bank holidays on a rotation basis.
• Install, reconfigure, and assist with hardware and software as needed.
• Escalate issues to internal support or customer support teams following IT support processes.
• Document actions by completing forms, reports, logs, and records.

Skills and Qualifications:

• Active Listening: Fully attend to what others are saying, understand points made, ask questions, and avoid inappropriate interruptions.
• Speaking: Convey information effectively through verbal communication.
• Troubleshooting: Identify causes of operating errors and determine appropriate solutions.
• Judgment and Decision Making: Evaluate options considering costs and benefits to select the best course of action.
• Mathematics: Use mathematical skills to solve problems.
• Time Management: Manage own time and prioritize tasks effectively.
• Active Learning: Understand implications of new information for current and future problem-solving.
• Instructing: Teach others how to perform tasks or use systems.
• Service Orientation: Proactively seek ways to assist and support users.