This is an opportunity to join a dynamic and fast growing business as a front line engineer. You will use the latest support technology to provide outstanding service to its customer base of small businesses and discerning home users. You will take calls and handle a wide variety of desktop and network related issues. You will handle calls from beginning to end wherever possible.
You will enjoy hands on learning, dealing with customers, and thrive on a high volume and fast changing workload.
The role mainly consists of:
- Taking and recording calls into the office
- Providing technical advice over the phone and on-site for desktop related issues
- Dealing with customer support requests plus system alarms/alerts according to priority
- Onsite customer visits to resolve problems
You will be responsible for:
- Constant customer dialogue and interaction on phone
- Continue to move all outstanding issues/tasks along to completion in timely manner
- Meet promises and commitments – or renegotiate if you have good reason
- Repairing, tracking and returning faulty computer equipment
- Unpacking, assembling and testing new systems
- Ensuring that all equipment is cleaned before being returned to customer
- Managing electronic support tickets and logging of activities in the database
- Provide customers with realistic timescales for completion of work
- Ordering parts and equipment on behalf of customers
- Investigate faults and provide a brief fault report to the customer before undertaking repairs
- Providing technical and system usage advice to customers
- Perform other general administrative tasks
- Seek help, advice and information freely and urgently when needed
You will be experienced in the following technical aspects:
- Working usage and technical knowledge of SME & home technologies, including:
- PC hardware faultfinding and repair
- General PC and laptop troubleshooting
- Hardware and software experience together with experience of peripherals and accessories. Particularly in relation to fault diagnosis
- Upgrading hardware
- Cloning drives, copying and backing-up data
- Installation, configuration and maintenance of Microsoft Windows XP, Vista, 7 and 8
- o Microsoft Office – all versions
- o Ethernet networking – maintenance and fault analysis/resolution
- o 80.22b/g/n WEP/WPA
- o ADSL/Cable/PSTN/ISDN
- o TCP/IP / DNS
- o Routers / VPN / Firewalls
- o Active Directory
- o POP/SMTP mail
- o Apple Mac (desirable)
Attributes:
You will need to be:
· A natural analytical and problem solving person and able to learn on the fly
A confident communicator (including listening ability) and have a good telephone manner
Self-motivated
Keen to help and assist others
Willing to learn
Ambitious and hard working
Well presented, outgoing and friendly
Enthusiastic about technology and its use
Someone with both academic and work experience in a computing discipline, qualified to at least GCSE or NVQ level 2 (or equivalent). It would be a distinct advantage if you hold an A-level (or equivalent) in computing or higher and hold either a CompTIA or Microsoft Certified Professional qualification.
- Able to show evidence of self-development/self-learning
- Keen to better yourself through constant learning and questioning
- Someone who has a sense of urgency – committed to delivering results
- Hold a full, clean driving license.
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