1st Line IT Support Engineer Job Vanancies at Cardonet IT Support London

1st Line IT Support Engineer

As a 1st Line IT Support Engineer, you will provide us with the ability to deliver quality technical support to our clients in a timely manner. This requires knowledge of both the software and hardware we support, as well as impeccable communications skills and reliability.

You will be our ambassador and the first point of contact for many of our customers. You will get to know them and they will get to know you.

Your Responsibilities

Reporting to the 1st Line Team Leader, you will be responsible for:

  • Providing an excellent customer experience at all times.
  • Responding efficiently to support requests over a variety of channels.
  • Accurately classifying and logging tickets using our internal ticketing system, CSM.
  • Accurately keeping tickets up to date, informative and clear on CSM.
  • Accurately checking in, checking out and adding time entries to CSM.
  • Taking time to review user history before attending to any request.
  • Dealing with 1st line assigned tickets, providing assistance over multiple channels.
  • Escalating as and when required using internal guidelines.
  • Liaising with partners and third parties to resolve customer issues.
  • Conducting personal queue and ticket triage.
  • Conducting workshop tasks as asigned by your team leader or manager.
  • Carrying out in-house IT support for internal users as and when required.
  • Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.).
  • Ensuring all alerts from our proactive tools are actioned within agreed targets.
  • Undertaking any other duties as requested by the Helpdesk Manager, Operations Director or Managing Partners.
  • Participating in our internal development program (Cardonet University, Technical Forum etc.).
  • Attending meetings as required.

Your Attributes

We are looking for people who:

  • Are passionate about technology.
  • Really enjoy helping others and providing superb customer service.
  • Are confident, clear communicators.
  • Are open, honest and reliable.
  • Can work calmly in a busy, fast-paced environment.
  • Are superb team members with a positive 'can do' attitude.
  • Would like to progress and develop their IT career further.

The Location

The vast majority of your time will be spent working from our head office at 7 Stean Street, London, E8 4ED.

The Package

We offer a very competitive package that includes benefits such as:

  • 40 hours of work a week.
  • A salary that is dependent on your experience.
  • 28 days annual leave.
  • Extensive training and development opportunities.
  • The chance to take part in our weekly yoga sessions.
  • Access to the beer fridge every Friday.
  • A host of additional perks and rewards.

How to Apply

To apply for this role we ask you to take our placement test:

Cardonet Placement Test »

Cardonet is an equal opportunities employer.

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Cardonet
7 Stean Street London, E8 4ED
Phone: 020 7837 2444
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