First Line Support Engineer
| Dyddiad hysbysebu: | 23 Mai 2025 |
|---|---|
| Cyflog: | £25,000 i £35,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 07 Mehefin 2025 |
| Lleoliad: | E1 6QL |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Fulcrum IT Services Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
1st Line Support Engineer
Responsible to Support Manager and/or Cell’s 3rd Line support engineer
Duties:
• General Communications
o Answer incoming calls
o Respond to incoming emails
• Tech Support Desk
o Create Tickets for Support Calls
o Triage Support Calls
o Where possible attempt to resolve the customers concern.
o Where this is not possible Hand the call over to an appropriate 2nd Line support engineer
o Follow the case through to closure
o Once closed, ensure Billing is informed of any costs.
• Sales Queries – New Business
o Take parties name, number and company, as well as some detail about the nature of the sales call.
o Pass the details on to the correct salesman in the correct business (Fulcrum or Hyperneph)
• Purchasing Support
o Define customer’s needs for new IT Hardware with their assistance, by asking appropriate questions
o Formalise needs into a proper specification
o Research best options to meet customers needs
o Generate quote(s) and pass on to 2nd line for approval
o Communicate with customer where appropriate and explain options/choices and costs
o Place orders (where appropriate) with suppliers for equipment deliver to correct location (our office or theirs.
o Follow up order and ensure it has arrived at its destination
o Once equipment is on-site or in our office, inform 2nd line that it is ready for set-up or – where appropriate, set it up for the customer or arrange to set it up (if at their site
o Ensure Accounts are informed of any costs and quotes to be billed.
• Phone Support Desk
o Diagnose basic phone problems (Crackly line, orange light on phone, not plugged in to network, no IP address, etc.
o Train customers on performing new tasks (such as recording voicemail or Out of Office messages, Call Forwarding, 3 way calling, etc.)
o Triaging more complex issues, such as whole office phone system not connecting, or partial office problems, one way voice, no voice, etc. And Pass on to 2nd Line
• Phone Sales
o Quote customers correctly for new handsets, take down appropriate details to set them up, and where possible, set them up or arrange for pickup of the handsets, for onward delivery to the customer
o Ensure Accounts are informed of changes to phone quantities at customers site, along with appropriate information about costs.
• Network Installation
o On occasion – you may be required to assist in installing network cables within offices and between offices.
o Once installed, or in diagnosing issues, you may need to track and trace cables as well as test them for functional capability
• Customer concerns/complaints
o Take detailed information
o Pass on to 2nd Line AND inform Senior Management
It is expected that First Line support engineers will gain a growing understanding of the kinds of problems our customers face and will be able to be increasingly able to resolve their issues. When they can resolve the majority of customer concerns, we look at moving them to 2nd Line and/or into a more specialised role (such as event management, wireless management, Network Management, Server Support, etc…)
If they do not prove suitable for advancement in this area – they can move into general admin or network installations.
Desirable Skills for First Line Support Engineers:
• Excellent telephony and written communication skills in English.
• Highly competent / expert understanding of:
o Microsoft Office
o Windows
• Good working knowledge of:
o Computer Networks
o Printing
o Telephony Systems
o VDU’s
o Smartphones (all OS’s)
o Tablets (All Os’s)
All employees at Fulcrum are expected to be:
• Punctual
• Able to work to strict deadlines
• Good at managing their time
• Excellent communicators
Responsible to Support Manager and/or Cell’s 3rd Line support engineer
Duties:
• General Communications
o Answer incoming calls
o Respond to incoming emails
• Tech Support Desk
o Create Tickets for Support Calls
o Triage Support Calls
o Where possible attempt to resolve the customers concern.
o Where this is not possible Hand the call over to an appropriate 2nd Line support engineer
o Follow the case through to closure
o Once closed, ensure Billing is informed of any costs.
• Sales Queries – New Business
o Take parties name, number and company, as well as some detail about the nature of the sales call.
o Pass the details on to the correct salesman in the correct business (Fulcrum or Hyperneph)
• Purchasing Support
o Define customer’s needs for new IT Hardware with their assistance, by asking appropriate questions
o Formalise needs into a proper specification
o Research best options to meet customers needs
o Generate quote(s) and pass on to 2nd line for approval
o Communicate with customer where appropriate and explain options/choices and costs
o Place orders (where appropriate) with suppliers for equipment deliver to correct location (our office or theirs.
o Follow up order and ensure it has arrived at its destination
o Once equipment is on-site or in our office, inform 2nd line that it is ready for set-up or – where appropriate, set it up for the customer or arrange to set it up (if at their site
o Ensure Accounts are informed of any costs and quotes to be billed.
• Phone Support Desk
o Diagnose basic phone problems (Crackly line, orange light on phone, not plugged in to network, no IP address, etc.
o Train customers on performing new tasks (such as recording voicemail or Out of Office messages, Call Forwarding, 3 way calling, etc.)
o Triaging more complex issues, such as whole office phone system not connecting, or partial office problems, one way voice, no voice, etc. And Pass on to 2nd Line
• Phone Sales
o Quote customers correctly for new handsets, take down appropriate details to set them up, and where possible, set them up or arrange for pickup of the handsets, for onward delivery to the customer
o Ensure Accounts are informed of changes to phone quantities at customers site, along with appropriate information about costs.
• Network Installation
o On occasion – you may be required to assist in installing network cables within offices and between offices.
o Once installed, or in diagnosing issues, you may need to track and trace cables as well as test them for functional capability
• Customer concerns/complaints
o Take detailed information
o Pass on to 2nd Line AND inform Senior Management
It is expected that First Line support engineers will gain a growing understanding of the kinds of problems our customers face and will be able to be increasingly able to resolve their issues. When they can resolve the majority of customer concerns, we look at moving them to 2nd Line and/or into a more specialised role (such as event management, wireless management, Network Management, Server Support, etc…)
If they do not prove suitable for advancement in this area – they can move into general admin or network installations.
Desirable Skills for First Line Support Engineers:
• Excellent telephony and written communication skills in English.
• Highly competent / expert understanding of:
o Microsoft Office
o Windows
• Good working knowledge of:
o Computer Networks
o Printing
o Telephony Systems
o VDU’s
o Smartphones (all OS’s)
o Tablets (All Os’s)
All employees at Fulcrum are expected to be:
• Punctual
• Able to work to strict deadlines
• Good at managing their time
• Excellent communicators