Employer description:
Partnering with a number of clients, Reticom build, upgrade and optimise IT infrastructures for companies across the South, whilst providing an IT support service for existing customers.
Overview:
We are now looking for an eager candidate to join us.
The 1st Line Support Engineer will be acting as the first point of contact of our customers whilst helping us deliver a high-quality support to all our clients at all times.
The employee is responsible for solve and fix customer problems and escalate more complex issues to our 2nd Line Support Team.
Main responsibilities:
The individual in the role is accountable for setting the internal standards in delivery, record keeping, reliability and time management.
- Provide excellent customer experience at all times
- Respond efficiently to support requests coming from all channels
- Responsibly for smooth handling of all incoming calls, and raising tickets on our helpdesk database
- Take time to review user history before attending to any request
- Liaise with partners and third-party companies to resolve client’s issues
- Work to resolve and respond to issues based on agreed customer SLA’s
- Creating documentation and or documenting solutions in the service desk tools
- Conduct in-house IT support for internal users as and when required
- Undertake any other duties as required by the business
Desirable skills / Personal qualities:
- Some understanding of IT infrastructure solutions
- Ability to engage meaningfully with all stakeholders
- Ability to give instructions to a non-technical audience
- Great organisation and problem-solving skills
- Confidence to build relationships and deal with variety of situation
Experience:
- We would like candidates to have with some previous hands-on IT experience; whether that’s commercial work experience or helping family and friends with IT issues
- Looking for hobbyist – those who fixes / builds computers in their spare time
Job Types: Permanent, Full-time
Pay: From £25,000.00 per year
Benefits:
- Casual dress
- On-site parking
- Sick pay
Ability to commute/relocate:
- Gosport PO13 0EQ: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: Hybrid remote in Gosport PO13 0EQ
