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Our client is a nationally recognised leader in IT support services and managed services, with multiple awards for excellence.
Due to growth and expansion they are looking to recruit an 1st Line Engineer. You will be based in Billingham, Teesside.
You will be responsible for the following:
- Respond to service desk inquiries via phone, email, web chat, and occasionally in person.
- Assess customer needs and gather all necessary information.
- Communicate concisely, clearly, and professionally, both in writing and verbally.
- Maintain broad knowledge of telecoms, connectivity, and IT services within the company’s portfolio.
- Handle tasks such as resolving faults, processing change requests, and configuring hardware.
- Resolve 80% of inquiries at first contact in a timely manner.
- Escalate complex inquiries to second-line support, other departments, or company directors when necessary.
- Collaborate with suppliers and third parties as needed.
- Keep customers consistently informed on the status of their inquiries.
- Prioritize tasks based on analysis of received inquiries.
- Keep company systems updated with accurate information.
- Achieve targeted personal development goals and certification requirements.
- Ideally you will have the following:
- Excellent customer service
- Attention to detail
- A "can do attitude"
- IT experience not essential
Job Type: Full-timeSalary: £22,000.00 - £25,000.00 per year
