Role: 1st Line Support Engineer
Location: London
Salary: £220 p/day
Technical Resources are seeking a dynamic 1st Line Support Engineer to join a growing team in London. As the first point of contact for technical support, you will handle inbound calls and emails, ensuring client systems run smoothly and efficiently.
Responsibilities:
- Respond to technical support queries via phone and email, logging and managing support tickets in line with company procedures.
- Handle 30–40 support tickets per day (5–10 tickets per day during the initial training period).
- Diagnose and resolve hardware, software, and network issues, escalating complex problems to 2nd line support when necessary.
- Install and configure software and hardware for clients as required.
- Maintain accurate documentation of support requests, troubleshooting steps, and solutions provided.
- Deliver excellent customer service, ensuring prompt and effective resolution of client issues.
- Monitor and maintain client systems and networks, supporting the rollout of new applications and updates as needed.
- Collaborate with team members to ensure high levels of client satisfaction and efficient ticket resolution.
Experience and Certifications Required:
- Proven experience in a 1st Line Support or similar IT support role.
- Strong technical skills in Windows and Mac operating systems, basic networking, and hardware troubleshooting.
- Excellent communication skills, both written and verbal, with the ability to explain technical issues clearly to non-technical users.
- Strong analytical and problem-solving abilities, able to multitask and prioritize effectively in a fast-paced environment.
- Good organisational skills for accurate record-keeping and follow-up on escalated issues.
- Ability to work independently and as part of a collaborative team.
- Willingness to learn and adapt to new technologies and processes.
Please apply with an up-to-date CV for more information.
We can only accept candidates who have the Right To Work in the UK
