1st Line Helpdesk Support Engineer - Dudley DY1
£21-26k dependant on experience - Up to 2 years experience well suited
40 hours per week ( + 1 Hour Lunch) (2 Shift Patterns 8:00pm-5:00pm or 8:30am-5:30pm)
Excellent benefits package & realistic progression!
Do you want to work for a leading provider of innovative technology solutions, committed to delivering top-notch customer service and technical support? If so, we are looking for a dedicated Helpdesk Support Engineer to join our team and contribute to our mission of excellence.
Role Overview:
As a Helpdesk Support Engineer (1st Line), you will be the first point of contact for our clients, providing essential technical support and ensuring the smooth resolution of IT-related issues. Your role is crucial in maintaining high levels of customer satisfaction and operational efficiency.
Progression available within the company:
* Senior Helpdesk Support Engineer
* Helpdesk Manager
* Field Engineer
* Senior Field Engineer
* Technical Manager
* Project Manager
Key Responsibilities:
* Provide first-line technical support to clients via phone, email, and chat.
* Troubleshoot and resolve hardware and software issues.
* Log and prioritise support requests in the ticketing system.
* Escalate complex issues to second-line support or relevant teams.
* Maintain up-to-date knowledge of company products and services.
* Assist with user account management and access rights.
* Deliver exceptional customer service and build strong client relationships.
* Document solutions and maintain accurate records of support activities.
Essential Skills and Experience:
* Minor experience in a similar first-line support role.
* Strong understanding of Windows and macOS operating systems.
* Familiarity with common software applications and basic networking concepts.
* Excellent problem-solving and communication skills.
* Ability to work independently and as part of a team.
* Customer-focused with a friendly and professional demeanour.
* Relevant IT certifications (e.g., CompTIA A+, ITIL) are desirable.
* Level 2 or higher in IT (GCSE, First National Diploma, Foundation or higher)
Company Benefits:
* 25 days of holiday per year.
* Birthday day off.
* Healthcare.
* 5 days of sick pay per year.
* Company salary pay rise scheme.
* Training and certifications.
* Customer Referral Compensation Scheme.
* 1 SIM Card 24 Month Unlimited data, mins, texts exclusive per employee - we will also supply you with 1gb.
* Overtime 1.5 x per hourly rate (Mon-Sat) (Sun – 2 x per hour)
#J-18808-Ljbffr