1st Line Support Engineer working with Telecoms Company for an initial 3-month contract, this will be paying up to £177.50 per day (inside IR35). The client offers Hybrid Working, 3 days per week in the Hatfield Office.

To be eligible for this role candidates must hold Active SC Clearance.

Main Responsibilities

• Provide SME function for customer/internal and external.
• Manage complex customer interactions and issues with autonomy.
• Incident management responsibility.
• Highly professional customer service interactions.
• Create and maintain knowledge management.
• Close the loop with escalations and complaints.
• Complete up to 2nd line diagnostics including but not exclusive to Router diagnostics.
• Provide SME function for customers and customer solutions.
• Perform technical diagnostics and resolve incidents at first point of contact where possible.
• Train members of the team on new products/services.
• Lead role on products/services, providing high level of technical expertise to customers both internal/external.
• Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager.

Required Experience

• Excellent communication skills.
• Excellent customer service experience.
• Capability to achieve Cisco accreditation.
• Proficient IT Literacy.
• Managing complex technical customer issues.
• Experience of service.
• Good Knowledge of IT technologies
• Experience of service management IT tools.
• ITIL4 Foundation - Preferred
• ISO27001 awareness

Please apply should you meet the requirements.