Job Summary:

We are currently recruiting for a 1st Line Support Engineer to join an exciting Service Desk team for a leading software development company within the traffic management industry.

Job Description:

1st Line Support Engineer

About the Role

Purpose:

The 1st line support engineer will log and resolve technical support calls when received by the Service Desk demonstrating excellent customer service skills , and escalate issues to appropriate teams. They will ensure that the TSL support function is on is operating within defined KPIs and SLAs to ultimately protect TSL reputation and enhance client relationships.

Responsibilities include:

• Responsible for the resolution of incoming calls to the service desk
• Responsible for building relationships with our customers through effectively managing queries/issues raised to the service desk
• Ensure that you adhere to all support desk procedures
• Ensure that you adhere to all /service level agreements (SLA) both internal and external
• Ensure that the escalation procedures are adopted
• Ensure that logs are resolved as per priority levels
• Ensure all support calls are properly logged as per agreed procedures
• Co-ordinate the resolution of support calls
• Ensure that there is adequate communication between the team and clients
• Identify application bugs and escalate to 2nd line and 3rd line Engineers.
• Adopt a proactive approach towards the support logs
• Ensure that clients have a complete update of outstanding calls/fixes on a regular basis
• Attend client sites and resolve support issues
• Provide technical fix training for clients
• Liaise with third party suppliers on a technical basis
• Assist with Taranto Systems Ltd Support infrastructure activities (either internal or for clients) as requested.
• Contribute to all on-going business improvement measures.

About You

We'd love to hear from you if you have

• A keen interest in IT and Mobile Devices
• Experience with SQL Server at any level
• Experience with Windows Server/Databases/IIS and Application Support
• Interpersonal skills
• Excellent Customer service experience to build great relationships
• Excellent written and oral communication skills
• Willingness to make a proactive contribution to the success of the business
• Demonstrable ability to work collaboratively across -Taranto Systems Ltd.
• Creating Solutions and Change
• Inspiring and Influencing
• Delivering Results and Improving
• Performance and Responsibilities

Skills and Qualifications:

• GCSE Maths & English grade C or above Computer related degree/diploma or equivalent experience.
• Excellent customer service skills: demonstrating empathy to issues raised and managing expectations effectively.
• Must have good written and verbal communication
• Be able to communicate with users of all levels and technical ability
• Ability to work under pressure
• Knowledge of Microsoft Operation Systems
• SQL - Practical experience
• Relevant experience in a software environment
• Desirable qualifications technical management or other experience
• Knowledge of market leading handheld computer hardware
• Knowledge of any hardware

Worker Type:

Regular

Number of Openings Available:

1

And a fantastic opportunity to join a market leading Software Company.

If you’re interested in this role then click on apply!