1st Line Support Engineer

1st Line Engineer We are looking for a 1st Line Engineer supports our internal users, handling incidents and requests received via telephone, email and ITSM Incident/Request logging. As the primary point of contact they are to provide a high standard of customer service, utilising excellent communication skills, with a view to diagnosing faults and completing requests (first time, wherever possible) within SLAs. As part of the IT Team, the 1st Line Engineer will contribute towards the team mission of providing outstanding technical support in a timely and efficient manner, whilst maintaining the highest levels of customer service. KEY DUTIES & RESPONSIBILITIES: Provide an effective, professional response to reported incidents and requests Ensure that incidents and requests are responded to within SLA Set clear expectations of resolution timescales, detailing next steps and timelines Restore service to customers as quickly as possible Ensure excellent standards of communication with the customer, adhering to KCI principles Maintain accurate Incident notes, using appropriate templates Be familiar with and use processes and tools as mandated Where appropriate provide general advice and guidance to customers Where required, escalate incidents and requests to appropriate internal or external parties, managing/working with them through to resolution Advocate the highest possible standards of customer service Support departmental and team objectives and contribute to improvement initiatives Maximise personal KPIs and Call and Case quality assessment results Contribute to team knowledge, submitting articles and highlighting missing/incomplete areas Maintain relationships with interfacing teams using a collaborative approach to problem solving ACM Resourcing Services is acting as an Employment Agency in relation to this vacancy. ACM Resourcing are a leading Mac IT recruitment company work on various positions in the market please do not hesitate to get in touch with me for a confidential chat about how we can secure your next position.

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