Help Desk Coordinator

EllisKnight are partnered with a brilliant and rapidly growing IT business based in Reading who are now looking for a Help Desk Coordinator to join their growing team. This is an exciting opportunity for someone wanting to further their career as a networking and security professional.

As a Help Desk Coordinator, you will be expected to provide support to our client's large reseller and end user base as issues arise. Problem-solving and time management skills are a must, with customer Incidents requiring timely fixes to maintain SLAs.

You will be the primary point of contact for all customers requiring support, with an expectation to further troubleshoot and escalate through to Tier 2/3 or vendor support as appropriate. Cases are shared between multiple engineers, so a thorough and methodical approach to note taking and case documentation is vital. Training will be provided on all appropriate vendors.

Key roles and responsibilities:

• Providing 1st line technical support for wireless and wired networks and security solutions
• Being a primary contact for client support cases
• Logging & managing all calls, ensuring SLAs are consistently met
• Performing troubleshooting and escalating cases as required
• Communicating internally and externally
• Escalating tickets and working with the escalation engineer to resolve issues
• Remotely accessing software to make changes and fix problems
• To manage replacements of hardware
• To complete vendor certifications as required across the portfolio

Requirements:

• Experience in a support centre is desirable, though not essential
• Strong written and verbal communication skills a must.
• Customer-service focus
• Strong Time Management and problem-solving skills
• Strong Networking skills:
• TCP/IP/ WiFi Technologies/ Routing & Switching/ Networking qualification desirable (CCNA, N+ CWNA)