Helpdesk Engineer


Reference: P2407TE
Hours: Full-Time
Type: Permanent

Salary: Up to £30,000 per annum
Location: Poole


SOS recruitment has an excellent opportunity to work for a prestigious company based in Poole as a Helpdesk Engineer. 

Salary: Up to £30,000 per annum 

Location: Poole

Working hours: Full time

The primary objective of the role is to provide excellent customer service.  This will be achieved by troubleshooting, diagnosing and resolving problems.

You will remain the single point of contact with the customer, maintaining ownership of the original fault for the customer but providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a support position which calls for the ability to articulate solutions clearly and confidently to end-users. A degree of technical knowledge across a broad range of technologies and products including; LAN, WAN and WLAN, firewalls and Microsoft technologies would be beneficial.

Training and continual development will be offered to the right candidate.

Main Responsibilities

  • Dealing with tickets in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and through diagnostics with end-users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Maintain and develop own knowledge and skills to assist with first time fault resolution

Essential Skills & Experience

  • Must be able to demonstrate a customer first approach to support confidently and professionally
  • Natural aptitude for troubleshooting & problem solving
  • Highly organised and able to work on own initiative to complete the range of tasks required

Technical Knowledge

  • Qualifications such as the following are advantageous but not essential as training will be provided
  • Cisco certified network associate (CCNA)
  • Microsoft certified solutions associate (MCSA)

Don’t Delay…

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Our aim is to respond to your application with 48 hours. However, due to high volumes of candidates applying for positions, please assume that if we have not contacted you within 7 days you have been unsuccessful for this role.

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If you are interested in this or any other roles or would just like to talk to a consultant, please contact use using the form below.

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