1st Line Support Engineer - MSP

Hamilton Barnes; Hemel Hempstead; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading tech support firm in Hemel Hempstead is seeking a 1st Line Support Analyst to deliver outstanding technical support. In this role, you will manage customer inquiries, troubleshoot IT issues, and work closely with your technical team. The ideal candidate will possess strong customer service skills and a passion for problem-solving in a dynamic environment. This position offers opportunities for growth and development in a supportive team atmosphere.

Qualifications

• Ability to provide first-class customer service and technical support.
• Experience in triaging and managing service requests effectively.
• Confidence in diagnosing and troubleshooting IT issues.

Responsibilities

• Answer calls promptly and provide triage to customer inquiries.
• Classify and prioritize requests for swift escalation if needed.
• Diagnose and resolve incidents in collaboration with the technical team.
• Document thoroughly and manage tickets diligently.
• Communicate effectively with various technical levels.

Skills

Customer service skills

Troubleshooting abilities

Attention to detail

Communication skills

Job description

Role

Ready to Elevate Technical Support?

Join us as a 1st Line Support Analyst and become the driving force behind delivering top-notch technical support to valued clients. This role offers an opportunity to shine in a dynamic environment where your troubleshooting and customer service skills will make a significant impact.

Why Choose Us?

• Answer calls promptly, providing timely triage to customer inquiries and service requests.
• Classify and prioritize requests, ensuring swift escalation for complex issues.
• Diagnose and resolve incidents, working closely with your technical team to provide effective solutions.

Why Join This Company?

• Be part of a team that values your technical and customer service skills.
• Enhance your troubleshooting abilities and contribute to high first-time fix rates.
• Work in an organization that values your growth and contribution.

If interested, apply here!

• Provide initial triage of customer-raised tickets.
• Answer calls from customers in a timely manner.
• Assign tickets to 2nd and 3rd line engineers.
• Troubleshoot and resolve incidents and service requests to ensure high customer satisfaction.
• Assist server and network engineers with complex tasks.
• Own requests and escalate as needed to meet service level agreements.
• Manage tickets end-to-end, keeping customers updated.
• Follow documented procedures.
• Classify and prioritize requests effectively.
• Maintain attention to detail during troubleshooting and changes.
• Stay informed about relevant technologies to improve first-time fix rates.
• Work in shifts starting at 07:00, 09:00, or 09:30.
• Diagnose and troubleshoot IT issues.
• Document thoroughly and manage tickets diligently.
• Confidently support customers within specific technology areas.
• Communicate effectively with various technical levels.
• Adapt and learn in a fast-paced environment.
• Manage time and organize tasks efficiently.
• Be willing to learn and adapt to changing business needs.