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Job Details

Job Title: Helpdesk Engineer
Location: Wrexham
Salary: £24.000
Hours: 40 Hours/week 8.30-17.00 (1.0hr Lunch), overtime will be required.
Job Type: Permanent

This role is to assist the Operations and Technical Teams to provide the highest levels of technical service and support to new, existing and potential clients. The key tasks are to take and solve all first line support calls from clients, entering and ensuring that correct information on the call and resolutions is in the Company Coordination system, both for initial calls and for ongoing problems at level 2 and further. Monitoring systems using our monitoring solutions, Remote login and resolution of first line problems. The nature of the role requires exceptional communication skills at all levels in addition to technical competence on a wide range of hardware and software products. Maintenance and dissemination of technical information to the Field and Sales Engineers is also a requirement of this important role. Attention to detail is paramount to ensure that all customer contact as effective as possible and maintain our Company image and values.

Responsibilities:

• Answering Helpdesk calls
• Logging and updating all technical calls within the designated coordination system.
• Communicating and allocating level 2 calls to Field Engineering team
• Monitoring of systems on our monitoring service and identifying potential problems
• Continuous learning of new products and requirements
• Maintenance of the Technical Information Database and Wiki systems
• Monitoring escalation of calls and ensuring that a technical roadmap is followed.
• Monitoring work completed in the workshop against repair criteria.
• Maintaining the highest quality of Customer Service at all times
• Maintaining a safe, clean and tidy working environment
• Assisting with General Administration as required

The Company has a flat management structure. As such, you will report to the Operations Manager, Director, or Business Manager as appropriate. The role requires you to work alongside all departments to assist where possible.

Requirements:

The role requires an excellent understanding of our Company Service Ethic, its ethos and general technical capabilities and concepts. A strict adherence to the policies and procedures of the Company is required at all times. A smart appearance and professional image must be maintained at all times to ensure that the Company is promoted in the best light to other organisations. All staff are required to carry out tasks that do not relate directly to their role and a willingness to assist within other parts of the company is essential.

If you have any questions regarding the job vacancy, please give us a call on 01978 291565 or alternatively send your CV to Northwestjobs@pertemps.co.uk