1st Line Support Engineer

Technical support

Provide 1st line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Wavex's Service Now chat function.
Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures.
Troubleshoot and resolve issues with Microsoft desktop operating systems.
Support new starter process (i.e. create new users configure mailboxes, distribution groups and calendar permissions) and leaver processes.
Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required
Demonstrate you can switch focus between activities to deal with competing demands/call volume.

Call management

Manage your time effectively to achieve the best productivity during your working time.
Manage your call queue to the highest standard – prioritize and review regularly to ensure you are on top of the priority tickets, escalating, if needed.
Provide users with regular updates via telephone and the Wavex service management platform (ServiceNow).
Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)
Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction.

Processes

Follow Wavex processes for core Service Desk functions such as Incident Management, Service Request Fulfilment and Problem Management
Stay abreast and adhere to ITIL framework (policies and procedures) - make effective use of systems to support quality and efficiency


Non-Negotiable Qualifications:

Experience of administering and troubleshooting:

Microsoft Terminal services/RDS
Microsoft Windows 10/11
Microsoft 365 including Intune and Autopilot
Active Directory
Azure Active Directory
DNS and DHCP
Excellent English Communication Skills