1st Line Support Engineer – Caerphilly – Up to £25k + Benefits.

Location: Caerphilly
Job Type: Permanent
Industry: Technology
Reference: BH-1444
Salary: £22000 - £25000 per annum, Benefits: Bonus
Job Published: March 03, 2020 17:33
1st Line Support Engineer – Caerphilly – Up to £25k + Benefits.

A Global tech company are looking for a 1st line support engineer with previous experience in a helpdesk role.  Specifically, in IT. The ideal candidate will be in charge for improving the service they provide to their customers.

Specific Requirements:

  • Previous experience in a customer service role
  • Great written and verbal communication skills.
  • A fair understanding of infrastructure technologies.
  • Basic understanding of IT servers
  • Previous experience working well under pressure
  • ITIL certification (Ideal)
  • Awareness of ITIL framework and its role in IT is ideal.
  • A fair understanding of Microsoft Windows Server, storage/backup
Required Duties:
  • Conduct Root Cause Analysis
  • Manage client communication on assigned tickets
  • Work on maintaining client relationship by attending to their requirements
  • Proactively work towards resolving incidents
  • Make sure that incidents are progressed to 2nd and 3rd line support teams where appropriate
  • Conduct and assist in troubleshooting problems
  • Ensure that all changes are documented
  • Be an ambassador for the IT team both within and outside of the company
Qualifications required:
  • ITIL Certification (Ideal)
There are numerous benefits that this company provides, such as a quarterly bonus and internal and external training. This role is based in Wales and offers a salary of up to £25k + Bonus.