1st Line Support Engineer
£24,000 - £27,000
Yeovil - Hybrid (2days office based)

Our client is an established IT solutions provider, looking for a 1st Line Support Engineer to join their growing team. You will be the first point of contract for all 1st Line queries. You will have at least 12months experience in a similar role.

This is an exciting opportunity to take on more responsibility and progress within the company as well as taking on further training and IT courses to support professional development.

THE ROLE:

* Take ownership of Level 1 cases, providing telephone/remote assistance in resolving cases prioritising and escalating as necessary
* Answer incoming calls promptly and log support cases in Salesforce
* Maximum number of cases in queue is 7 
* Provide telephone/remote support assistance in resolving cases in the following areas: IT, WIFI and Connectivity
* Manage Tier 1 queue and hit milestones for cases as and when required
* Ensure cases are picked up within milestones and customer is kept up to date in line with the customer journey and SLAs
* Regularly update case tracking information in Salesforce
* Escalate cases that need advanced support or customer care
* Liaise with third party software/hardware suppliers or maintenance suppliers where necessary
* Assist within the team to achieve group targets and ensure a high level of customer service are upheld
* Ensure pro-active monitoring alerts received by NinjaRMM in Salesforce are actioned or escalated as required

THE PERSON:

* A least 12months experience in a similar role IT support role
* Achieved the Infrastructure Technician – Level 3 (Desirable)
* Experience in supporting IT and WiFi technologies
* Experience in Cisco IOS, configuring Cisco network equipment
* Working knowledge of Microsoft operating systems
* Have a solid understanding of how networks operate including experience in IPv4, routing and subnets
* Customer service experience
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EQUAL OPPORTUNITIES Morgan Spencer Recruitment is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective of gender, race, colour, nationality, ethnic or national origin, disability, marital status, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.

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