Job Description

My Client are a successful and fast paced IT Support Consultancy, they are looking for an experienced 1st Line Support and Triage Engineer to join their growing business. , you will be part of a team responsible for answering customer support calls, chats, and new tickets within our support ecosystem. You will be required to work on 1st line tickets or escalate as required. You will be expected to provide feedback and assist the team leaders to ensure your individual and team SLAs and KPIs are exceeded.

Key Responsibilities & Ethos:

● Answer Calls, web chats and independently assign existing tickets to yourself
● Triage tickets and categorise them in line with our process.
● Keep within and exceed SLA targets.
● Provide IT support to our customers remotely.
● Liase with our customers 3rd party Software providers and our own suppliers to create and update upstream cases.
● Monitor Wallboards and system Dashboards
● Provide regular and relevant updates to customers during the support process
● Escalate and handover in a way that enables colleagues to effortlessly continue the support process.
● Update tickets and documentation with a view to eliminating any repetition and making the information effortless to understand for a customer or colleague
● Attend monthly 1on1, Team and Company meetings, making contributions and feedback towards important systems and processes
● Ensure all operations are always aligned with our company’s values and in a way that makes the customer experience as effortless as possible.

Essential Knowledge, Experience and Traits:

● MSP/IT Call Centre Environment Experience is a MUST
● Excellent phone manner and experience in personal customer interactions/support
● Eager to make contact with customers and gain regular positive customer feedback.
● Excellent documentation skills, with the ability to allow customers and colleagues to quickly and precisely understand systems that we manage.
● The ability to triage and gather all surrounding and applicable data to allow issues to be solved according to our company values and KPIs
● A passion for technology and enthusiasm to learn new skills both in company provided training and self-improvement & education
● Efficient and effective use of ticketing systems, web chat
● Excellent team skills & Communication skills
● Confident and enthusiastic

Advantageous Basic Product Knowledge & Experience:

● Sentinel One EDR
● Microsoft 365 Products
● VOIP Products e.g.,3cx, Horizon
● Cloud and on remise Backup Solutions –Veeam, Acronis
● SaaS Backup Solutions
● Internet Services - General Skills
● Understand KPI’s
● General Cybersecurity Products
● Cyber Essentials
● Windows, Workstation & Servers
● Print Services
● Active Directory
● RMM Tools
● Automation Tools
● Customer Line of Business apps
● CRM systems

If you are interested in the above role click "Apply Now" or send an up to date CV to talent@talent-torch.co.uk