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1st/2nd Line Support Engineer

Job Reference: nnltd03478
Date Posted: 7 November 2014
Location: Edgeware
Salary: £16,000 to £18,000
Sector: Engineering, I.T.
Job Type: Permanent
Contract Duration: Permanent
Work Hours: Full Time
Contact: Jim Walsh

Job Description

Job Role:

Provide IT Technical Support to all existing customers. Efficiently deal with enquiries from existing customers through to a satisfactory conclusion; ensuring repeat business by projecting a positive and professional image to the customers at all times. To build and manage telephone relationships with existing clients, pro-actively selling the companies products and services, establishing contact with customers.

Systems Supported:

  • DECT Cordless Telephone Systems

  • Paging Systems

  • Messaging Software

  • Lone Worker/Staff Protection Systems

  • Fire Alarm Paging Systems


  • Provide 1st and 2nd Line IT Technical Support to all existing customers.

  • Taking inbound customer calls ensuring all are concluded satisfactorily

  • Providing Troubleshooting Support to customers on our products

  • Checking and advising customers on Warranty repairs and purchases - checking validity on warranty claims.

  • Sending out quotes to customers and chasing purchase orders

  • Achieve the customer satisfaction and problem fix targets

  • Checking all administration on sales quotations and orders

  • Advising customers on Products

  • Escalating calls to IT & Technical department where appropriate

Candidate Criteria:

  • Previous Helpdesk (telephone support) experience.

  • Excellent telephone manner.

  • Strong working knowledge of Microsoft based operating systems with emphasis on Windows XP, Windows 7, Server 2003 and Server 2008

  • EPOS or Technology experience (preferred)

  • Some TCP/IP experience.

  • Basic understanding of PC hardware set-up and configuration.

  • 'Hands on’ approach and a willingness to learn.

  • Understanding of flexible working hours required for working within hospitality industry.

  • Working within a team on a shift based rota including out of hours remote support.

  • Pro-active approach.

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