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1ST LINE
SUPPORT

ENGINEER
SALARY: COMPETITIVE
LOCATION: STAFFORD

HOURS: 37.5 PER WEEK

1ST LINE SUPPORT
ENGINEER

Being the entry point into the rMS Team for all
requests and tickets
Being a frequent point of communication handling
multiple telephone calls and queries
Working in conjunction with the 2nd line team for
tickets that require escalation after the
appropriate due-diligence.
Consistent and coherent case updates /
administration to be performed every day.
Being responsible for triage to gather the relevant
information to aid in case resolution.
Co-ordinate support queries and requests
Maintain knowledge base for all encountered
issues
Update customers on all stages of support calls,
from logging, research, action plan, escalation to
resolution
Publish customer facing technical information such
as best practice guides, FAQ’s, etc. (excludes
consulting engagement documentation)
Provide reports and statistical analysis on issues
reported and resolved for use by risual account
management teams and technical teams
Major Incident – be able to analyse root cause and
make recommendations cross platform
Conform to the change management process for
internal and customers

Delivery of customer support in line with the
objectives of the team objectives, customer
expectations and risual contractual obligations
Communicating internally and externally support
issues, escalations, and action plans to resolve
customer issues
Supporting risual management by providing
relevant and timely updates to customer issues
Clear and precise communication with customers
and risual employees

The Role Purpose
The Support Engineer role would sit in the risual
Managed Services team. The role of risual Managed
Services is to:

Specific role requirements and experience:

Assist in the technology documentation and
generation of risual Intellectual Property
Answer all risual telephone calls and respond
to all telephone enquiries
Build and maintain customer support
information and documentation of supported
customer environments
Structured training for further Microsoft
accreditation
Flexibility for helping cover different roles as
and where needed.
Confidence in all communication methods
when speaking to clients and end users.
Open to 24/7 shift pattern.

Must hold or be able to successfully achieve
NPPV3 and SC Security clearance.
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 10, 8 and 7
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

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]