1st Line Support Engineer

To provide excellent customer focused technical support to clients, assisting with a range of hardware and software problems via telephone and email.

Key Tasks and Responsibilities

• Triage and log all service calls accurately in the helpdesk system and maintain full documentation allowing others to pick up if necessary
• Provide remote technical support; answering support queries via telephone or email to meet the agreed SLAs
• Maintain a high degree of customer service at all times for all support queries and adhere to all internal processes for Fusion and our clients
• Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case in on going
• Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately
• Escalate more complex service issues to technical teams as required
• Liaise with third parties as necessary to resolve any issues as they arise

• Experience in an IT helpdesk or similar role
• Excellent telephone manner and face to face communication skills
• Good knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
• Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
• Basic understanding of PC hardware set-up and configuration
• Basic understanding of networking
• Experience with troubleshooting Remote Desktop Service and bespoke application environments - desirable
• Active Directory/Office 365 experience
• Ability to work alone and as part of a team, in a fast-paced environment
• Excellent time management skills
• Confident to triage and troubleshoot as necessary
• GCSE’s grade A - C in English and Maths (or equivalent)

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private medical insurance
• Store discount