First Line Technical Support Engineer

Arcom IT

Aldershot

First Line Technical Support Engineer

A First Line Technical Support Engineer working as a member of the Tech Services department is required. This role provides an excellent opportunity to start your career in IT support. We operate in a flexible and relaxed environment, encouraging our engineers to learn and grow.

Responsibilities:
• Provide initial remote support to customers’ IT and Telecom Networks.
• Handle support telephone calls and emails directly from customers.
• Work towards a target of first-time fix for all issues.
• Escalate unresolved issues to the 2nd Line team in a timely manner.
• Use Remote Monitoring & Management (RMM) systems to identify and address potential issues.
• Record all work within the ticketing system and follow documented processes and procedures.
• Provide remote end-user training where required.
• Manage your own workload effectively.
• Maintain internal controls and procedures, providing recommendations for improvements where... More Detail

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