1St Line Support Engineer

LB275: 1st Line Support Engineer
Location: Bolton
Salary: £24,000
Overview:
First Military Recruitment are currently supporting one of our established and expanding businesses in the search for a IT Support Engineer.
Providing technical help / assistance on Electronic Point of Sale System to new and existing customers.
Our client is keen to offer opportunities to Ex-Military personnel, but all applications will be considered.
Duties and Responsibilities:

• The post-holder will assist in the efficient and effective running of the IT Support Desk and be primarily responsible for the provision of 1st tier IT Service support.
• This will involve analysis of all telephone/voicemail/email Support calls, logging relevant information into the Support Desk database system and keeping customers informed regarding subsequent progress and effecting appropriate 1st Line repairs, achieving a satisfactory conclusion to faults within designated timescales and quality of service standards.
• The post holder is expected to analyse 1st Line faults, identify problems, researching answers and guide clients through corrective steps.
• Have the ability to deal with conflicting priority situations to ensure the most appropriate courses of action are taken to enable IT service standards to be maintained.
• Along with other Support Desk Technicians, the post holder will work through faults allocated within the Service Desk database system, 1st Line queue based on Priorities and Date/Time order for support requests received.
• The post holder is expected to adapt their work plans to accommodate continually changing demands and priorities with the goal of providing the agreed levels of service form the Support Desk.
• The post holder is required to work as a member of the Support Desk team and communicate complicated, difficult to explain technical faults to clients at all levels.
• The post holder will provide specialist advice and training to users to cover new/updated application installs or configuration changes Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• The post holder is required to have advanced keyboard skills to enable the creation, updating and escalation of support calls within the Support Desk structure and 3rd Party Support organisations.
• Provide telephone help support to customers during out of hours, weekends and bank holiday on a rotation basis.
• The post holder is also required to install and re-configure software and where necessary assist / build / configure hardware.
• In accordance with IT Support processes, escalate to other internal support or customer support teams.
• Document actions by completing forms, reports, logs, and records.

Skills and Qualifications:

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Mathematics - Using mathematics to solve problems.
• Time Management - Managing one's own time and the time of others.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Instructing - Teaching others how to do something.
• Service Orientation - Actively looking for ways to help people