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1st Line Engineer

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To act as the first point of contact for our client's customers, handling any queries promptly and effectively through efficient utilisation of Company resources, in order to meet SLAs and to maintain client satisfaction. Duties and Responsibilities: • To log incoming calls to the Service Desk in ConnectWise and to monitor the progress of any matters assigned to the technical team within the parameters of the established Service Desk procedures, in order to ensure client data is accurately maintained. • To respond appropriately to technical queries raised, through effective prioritisation in order to meet SLAs and to ensure client satisfaction. • To maintain the appropriate client site documentation with any appropriate revisions, so that it is always accurate and is available for presentation to clients as and when required. • To manage all technical cases effectively to ensure that clients are kept up to date with progress, that each case is handled appropriately, that the status of each case is kept up to date in ConnectWise and is closed off as soon as the case is completed. • To seek advice from your Team Leader as necessary in order to ensure technical issues are addressed appropriately and to escalate matters in a timely manner if it becomes necessary. • To assist in the monitoring of clients’ IT systems via the monitoring software, to ensure scheduled back-ups run effectively, to investigate the cause of any alerts and to respond appropriately to them, in order to resolve issues in a timely manner, within SLAs and to maintain client satisfaction. • To work as part of a team in order to assist colleagues, to cover for absences, etc. in order to ensure that Company standards are maintained and objectives met. • To comply with the company’s Business Management System (BMS) and all relevant policies. Essential • Knowledge and experience of various IT systems • Experience of the following systems/applications: • Microsoft Windows 7, 8 and 10 • Microsoft Office 2007, 2010, 2013 and 2016 • Windows Backup Software • Active Directory • O365 This contract is to start immediately

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