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1st Line Engineer

Cetsat

1st Line Engineer

£28000

Cetsat, Yeovil, Somerset

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 2 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 81b1efe8532c404c91c336bd64d855a8

Full Job Description

To provide 1st Line technical support to external customers, assisting them with hardware and software problems via phone, email, remotely or onsite.,

  • To provide technical support by phone, email, remote support or onsite

  • Log all customer queries as tickets on CETSAT's internal ticketing system, recording effort and time

  • Create, maintain and upkeep documentation on CETSAT's knowledgebase

  • To maintain a high degree of customer service for all support queries

  • To take ownership of user problems and be proactive when dealing with user issues

  • Respond to enquiries from clients and help them resolve any hardware or software problems

  • Support users in the use of Computer equipment by providing necessary training and advice

  • To allocate/escalate more complex service issues to the relevant IT Support member

    Excellent telephone manner and face-to-face communication skills

  • A "can do" attitude

  • An interest in solving problems and puzzles that you have not encountered before

  • Aptitude to use online research tools and internal documentation to find resolutions to problems

  • Basic understanding of PC hardware set-up and configuration and an interest in emerging technologies

  • Knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies

  • Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)

  • Willingness to help, support and offer excellent service to customers and colleagues


    • Skills / Attributes Desirable
  • Knowledge of Apple based operating systems including MacOS, iPhone and iPad

  • Knowledge of Android based smartphones and tablets

  • Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, and delegation)

  • CompTIA, MCP or other similar technical certification would be desirable

  • College level qualification in IT is beneficial, GCSE or equivalent (preferred), Technical support: 1 year (preferred)

  • Customer service: 1 year (required)