Job Details
IT Tier 1 Support Engineer | |||||||||||||||
|
|
||||||||||||||
Job Description
Tier 1 Service and Support Engineer.
Salary: £25-30,000 + Benefits
Location: Slough
Dynamic, self motivated, experienced Genesys call centre support consultant required:
Working for the UK's leading Genesys professional services and systems integration company. Despite the downturn in the economy demand for our services continues to grow. As a result we need to increase the size of our Genesys support services team. For the right candidate it is an opportunity to bring your skills and also benefit from training and exciting projects that develop and enhance your skills.
My Client:
Is a systems integrator and solution provider focused on Genesys contact centres. We have helped contact centres of different sizes, in different industries, facing different challenges, to successfully implement technology solutions that address their business needs. Our experience and knowledge of a broad range of solutions, coupled with our unparalleled technical and development expertise, makes us uniquely positioned to assist contact centres through a continuous business improvement process.
The Role:
Successful candidate will take a lead position within support and managed services arm of the company. The primary focus of this role will be to provide technical support for the contact centre solutions involving the Genesys suite of products.
Service & Support Desk Engineer Tier 1
This role is responsible for providing technical services and technology support to external clients. The role covers first line support to clients on products, applications and overall solutions.
Main Duties & Responsibilities:
Receive and log inbound calls from our client base
Provide tier one resolution of customer incidents within service level agreements, taking full ownership of an incident until escalated to tier 2/3 level
Scheduling of field based engineers for on-site resolution of customer incidents whilst adhering to SLAs
Presenting information onto the system to be tracked by engineers
Ensuring the client is kept informed at all stages on incident resolution progress
Liaising with third parties where applicable to resolve incidents
To ensure that site specific documentation and service desk system records are updated
To be involved in projects and process improvements within the department
Work within the companys ITIL framework
At all times to work in such a way that enhances the reputation of PC1
Qualifications & Experience Required:
Excellent customer service skills
Data, networking and IP knowledge
Degree skilled in an IT subject (or a demonstrable IT track record)
Sound knowledge of technology and proven experience in one or more of the following areas: Operating systems (pref. Microsoft/Unix), network hardware and Microsoft desktop/server solutions
1-2 years experience in a similar role
Good spoken and written English; able to explain issues clearly and in detail
Expert knowledge in computer programming and software development
An excellent working knowledge of hardware, software and programming languages (e.g. Javascript)
The ability to develop and interpret technical plans
Experience of working at a level 1 support role / helpdesk, ideally in an IT/Telecoms discipline
Be highly organised, analytical & articulate
Have excellent problem, analysis and troubleshooting skills
Good knowledge of working with a variety of computer operating systems and software with emphasis on navigation, basic troubleshooting, upgrading, and some client/server operations
Company Information
Information about the company offering this vacancy. This may be a recruitment agency representing a client.
|
|
