Junior Systems Engineer
Role Overview:
Our team of Junior Systems Engineers, or Level 1 Engineers, are the first port of call for incoming IT queries on our Service Desk.
Junior Systems Engineers are required to have strong customer service skills, know how to listen, take details and have a great phone manor. They also need to escalate issues up the Service Desk effectively.
Time management and organisation skills are essential, as well as a desire to learn new technology. They are given the tools and support to learn about new technology and additional training to help them progress.
Candidate Details:
Our ideal candidate will be fairly new to IT, yet still have some support experience. Exposure to the Microsoft cloud would be a bonus.
You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A desire to learn about IT is essential to your growth.
A passion for IT and providing outstanding customer service is essential. We are a growing MSP and pride ourselves on the service that we provide; client service is just as important as IT ability.
Key Responsibilities:
- Answering the phone and logging tickets clearly, concisely and accurately, giving the caller reassurance their query is being dealt with professionally
- Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes
- Become proficient in the use of the Company’s ticketing system, to ensure time is logged accurately and as much info as possible is obtained
- Build great relationships with clients so that they become familiar with and look forward to dealing with you
- Understand when work should be escalated to save prolonged time spent on issues
- To maintain appropriate documentation in our documentation system
- Work in accordance with company values, policies, procedures and standards
- Create knowledge articles to assist with future incident resolution
- Working as part of a team to help meet KPI’s and customer satisfaction
- Understand and communicate Breakwater standards across all areas, focusing on client service and efficient response
Skills:
Working knowledge of the following would be an advantage, but is not essential.
- Microsoft 365
- Windows Desktops
- Networking
- Wireless
- Router/Firewall configuration
- Backup software administration
Interested?
If you’re interested in joining us as a Junior Systems Engineer, email a copy of your CV below:
