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Job Title:
Helpdesk / Service Desk Engineer
Reference:
3434
Location:
Birmingham
Package:
c25k + 26 days holiday, pension and life cover
Description:
My client is a provider of IT Security solutions and after a highly successful year they are looking to a employ a new Support Technician who will provide first and second line technical support to external customers and monitor, make changes to customer Managed Service architecture
The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of customer problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
This role is based at the offices, Monday - Friday 9 - 5.30pm
Responsibilities:
  Act as a single point of contact for phone calls and emails from customers regarding IT issues and queries.
  Receiving, logging and managing calls from customers via telephone and email.
  Troubleshooting of IT related problems from supported Security Products.
  Escalate unresolved calls to Vendors and suppliers.
  Log all calls in the Service Desk Call Logging system CRM.
  Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  To maintain a high degree of customer service for all support queries and adhere to all
Service management principles.
  To arrange for external technical support where problems cannot be resolved in house.
  To deal efficiently and timely with Managed Service customer requests for changes.
Qualifications:
  Excellent communication skills and telephone manner.
  Excellent organisational skills
  Managing incidents including business expectations and communication
  You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  Basic understanding of Networking and Routing - Desirable CCNA
  Firewall knowledge preferably Check Point - Desirable CCSA
In addition to the above any knowledge of the following would be an advantage:
Two factor authentication, Other vendor Firewalls, SIEM, Secure Remote Access, Endpoint Protection, Web Security, Email Security, Encryption.
Specific product training will be given as part of ongoing personal development
Candidates will be expected to go through basic and security vetting (BPSS + SC)
Please send your CV in the first instance to Claire Yardley at Swindale Parks, c.yardley@swindaleparks.co.uk