Introduction
We have an opportunity for a motivated individual to predominantly provider emotetechnical helpdesk support. As a 1st Line Service Desk Engineer you will be responsible for technical support and ticket resolution for a wider range of managed service customers.
About the Employer
Comms UK is a Telecoms and IT provider for businesses. We primarily operate in the Dorset and Hampshire areas and have circa 500 active customers. We install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package. We have built an outstanding reputation over our 30 years in business with our existing and often longstanding customers due to delivering quality products with outstanding service and integrity. We are steadily growing as a business and looking for exciting talent to join our excellent team.
What You'll Do
You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.
The candidate must be a highly motivated engineer, with a 'can do' attitude and a thorough, logical approach to reactive & pro-active support services. They must be sufficiently skilled in our core product and service are as to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications.
You will also:
- Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes
- Respond appropriately to technical issues raised, through resolution or escalation
- Prioritisation and management of workload to ensure contractual SLAs are met
- Act as the first point of contact for technical issues raised
- Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket
- Provide efficient customer service to a vast client base
- Workin accordance with company values, policies, procedures and standards
- Building and maintaining strong relationships with customers through the support you deliver
- Maintain concise and clear documentation via ticketing system and knowledge base
Training Outcome
- Upon completion, the successful candidate will have gained a Level 3 Information Communications Technician qualification
Skills Required
- IT skills
- Attention to detail
- Organisation skills
- Problem solving skills
- Logical
Qualifications
- Essential - GCSE - English - 4/C
- Essential - GCSE - Maths - 4/C
Course Information
Course: Information communications technician (level 3)
Level: 3
Route: Digital
Apprenticeship Level: Advanced
Working Arrangements
Working Week: Monday- FridayShifts to be confirmed
Expected Duration: 1 Year 5 Months
Training Provider: TECHNICAL PROFESSIONALS LIMITED
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