The main purpose of the role:
The L1 engineer is responsible for resolving incident/service requests within defined SLA's; identifying and implementing automation opportunities and areas for service delivery improvement. This role is the first line of contact for our customer base via phone/email and will be a critical part of the team, responding to our customers in a courteous and professional manner at all times, identifying easy-fix tickets, and knowing when to escalate to higher levels.
This role is entry level as full training will be given, however some experience in a customer services/Tech Support role would be advantageous.
Currently this role operates on a 3/2 Rota - with the applicant required to be in office Monday, Tuesday and Thursday with Wednesday and Friday as work from home.
Prime responsibilities:
The prime responsibilities of this role are:
• Work closely with Service Delivery Lead/Manager, Operations Manager and other engineers to provide technical support to end users.
• To escalate where appropriate to L2/Management tickets and customer contacts.
• Be Landmark's voice to the customer as our first point of contact in the chain.
• Recommend and present processes and technical improvements and automations to the business.
• To prioritize and manage many open cases at one time – multitasking.
• Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team's working day.
• To develop and maintain records, prepare reports, and correspondence for escalated incidents.
• Keeping all assigned tickets up to date and client's communicated with regularly.
• Making sure all time is entered within tickets while on the go doing tickets. (Live time entry)
• Responsible for increasing proactive score (KPI) thus achieving the proactive objective.
• Suggest Documentation for Knowledgebase and procedures.
• Ensure that Senior Management is aware of any significant issues which require their attention.
• Identify any other requirements or make recommendations that would make the operation of the help desk more efficient for Landmark and our clients.