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1ST LINE
SENIOR

SUPPORT
ENGINEER

SALARY: £COMPETITIVE
LOCATION: STAFFORD

HOURS: 37.5 PER WEEK

1ST LINE SENIOR
SUPPORT ENGINEER

Delivery of customer support in line with the
objectives of the team objectives, customer
expectations and risual contractual obligations.
Supporting risual management by providing
relevant and timely updates to customer issues.
Clear and precise communication with
customers and risual employees.
Assist in the technology documentation and
generation of risual Intellectual Property.
Provide point of escalation for support team
and customers (possibly out of hours).
Structured training for further Microsoft
accreditation.
Track record of customer service skills.
Confidence in all communication methods when
speaking to clients and end users.
Ensure that cases are being escalated between
risual teams within internal SLA’s.
Ensure that cases receive daily updates
updating end users/customers of progress.
Ensure that cases are being accurately assigned
to customer resolver groups.
Understand and contribute the capacity
requirements of team to be able to deliver a
high level of service.
Reduce negative CSAT/NPS scores received
within the team.
Track engineers workload on a daily basis to
ensure that case work is distributed fairly within
the team.
Ensure that all cases are logged accurately
within the ITSM system.

The Role Purpose
The 1st Line Senior Support Engineer will sit in our
managed services team. Our Managed Services are
the focal point of resolving all technical issues for
risual customers. In Managed Services we provide
first class support to our customers ensuring they
are leveraging the benefits of their technology
investment.

Duties

Provide the leadership team within rMS daily
updates and commentary on performance
within the team.
Ensure that agreed SLAs with customers are
being met
These include but are not limited to

Perform mystery shopper calls within the team
to audit the quality of the service and ensure
that the service is up to the required standard.
Identify and spot opportunities for productivity
enhancements within the team.
Ensure that cases are in the correct status
within the ITSM tool.
Ensure that the defined Case management
processes are being followed
These include but are not limited to

Ensure that the quality of written and verbal
communication with customers is of high
quality.
Perform monthly reviews with engineers within
the Team.
Contribute to the development of the team.

• Call Answer Time
• Call Abandonment Rate
• First Time Fix
• Care Response Time
• Case Resolution Time
• E-Mail Response Time
• Web Chat Response Time

• Case Creation
• Case Management
• Case Resolution
• Case Escalation

1ST LINE SENIOR
SUPPORT ENGINEER

Experience of working within a managed service
team following ITIL processes
Experience of working and delivering services
within SLA’s
Experience of contributing to service
improvements
Experience of working with a team to drive
performance and quality of cases
The ability to spot opportunities for
improvement.
A detailed knowledge of risual case
management processes.
Excellent organisational skills – being able to
manage time across a dual role.
Strong leadership skills with the ability to
motivate, drive and support individuals.
The ability to develop and maintain excellent
working relationships, both internally and
externally.
A passion for delivering excellent customer
service.
Strong time management skills to aid manage
engineers workload.
An excellent understanding of the ITSM system
to be able to ensure the quality of the cases is
to the desired standard.
Open to 24/7 shift pattern.

Driven to hit goals and targets that are
presented.
The ability to communicate fluently verbally and
non-verbally with rMS Team.
Highly motivated to deliver quality outcomes
with the ability to remain calm under pressure.
Excellent personal management skills relating
to conduct, timekeeping and delivery against
commitments.
Excellent punctuality skills relating to customer
and non-customer engagements.

Specific role requirements and experience:

Personal Attributes

Excellent inter-personal skills working in and
contributing to small and large teams.
Assertive and authoritative to drive
performance within rMS.
Contribute to improvements within the rMS
division.

Must hold or be able to successfully achieve
and maintain NPPV3 with SC.
Able to evidence excellent customer service
skills.
Possess a passion for IT and keen to progress.
Knowledge of the ITIL ServiceDesk
environment.
Excellent and demonstrable documentation
ability, for both technical documents and
customer communication.
Follow policies, procedures and controls
including the risual call workflow.
Work to strict SLA's and ensure case
information is correct and current.
Working knowledge of Windows 11 and 10
Operating Systems.
Solid understanding and ideally qualified in
extensive use of Office products including
Word, Outlook, PowerPoint, Excel.
Minimum of 2-3 years 1st Line Service Desk
experience.
Experience in working with 3rd parties and
triaging.

Essential Criteria
To be successful in the role, you must be able to
demonstrate the following skills and experience:

Want to apply?

If you like what you see and want to apply,
please email [email protected] with a
covering letter and your CV. One of our
talent specialists will be in touch to discuss
further.

www.risual.com 0300 303 2044 [email protected]