https://www.adzuna.co.uk/jobs/land/ad/1978140258?v=82DA7DF7AE25AA2924CF73584429A94D73CCE3D7&frd=34f1dc4567c55b8159179b7e85642626&r=6485699&ccd=96b7a8ab995e85979ce54aef92edd9a4&utm_source=jwicomdirect-dynamic&utm_medium=ppc&partnerb=1&chnlid=2000&utm_content=1&utm_campaign=0.10IT / Computing / Software0.1019781402581st Line Support Engineer1 ST LINE SUPPORT ENGINEER PERMANENT POSITION. MALVERN At QinetiQ, we’re dedicated to defending sovereign capability, protecting lives, and securing the vital interests of our customers. We are a company of over 6,000 dedicated people providing technological and scientific expertise that helps our customers protect, improve, and advance their vital interests. We provide technological and scientific expertise to help customers protect and advance their vital interests. We provide technological and scientific expertise to help customers protect and advance their vital interests. Working across every aspect of the life cycle of critical equipment and infrastructure, providing services and products that address our customers’ most pressing challenges; our breadth and depth of experience spans many markets and industries. The full benefits package includes – Contributory pension scheme, share incentive plan, private medical insurance, private dental insurance, childcare vouchers, holiday vouchers, other leisure discounts, etc. WHY RECRUITING? We are a world-leading security and technology service provider who have invested billions of pounds in their services working with the most high profile clients on the most cutting edge projects. This role is available as the company is expanding. THE ROLE Working on a busy service desk, the successful 1st Line Support Engineer will take calls from internal customers and external clients. These will relate to CIT operations & products/services sold to customers who are looking for support. They will deal with 1st line related issues, resolving themselves whilst triaging more complex queries using scripts to fully understand what the issue is and identify next steps (referring internally etc). Ideally the 1st Line Support Engineer will have a technical background to help with the type of calls they will be taking but this can be trained as customer service experience is key. You should have the ability to work autonomously, making the best decisions based on the circumstances. KEY ACCOUNTABILITIES As 1st Line Support Engineer, you will ensure tickets are updated and completed as required. You will be dealing with Customer queries, escalating complaints and issues as appropriate. The 1st Line Support Engineer seek to continuously improve the day to day running of the service desk, including improving the overall customer experience. You will work in accordance with organisation policies, procedures and work instructions safeguarding confidentiality and integrity of company and customer information. THE FIT The 1st Line Support Engineer should have previous service desk customer services experience. You must have strong communication skills and the ability to pick up new skills. The 1st Line Support Engineer should have the ability to think outside the box and show initiative when dealing with customers. TO APPLY We look for outstanding technical people, creative and analytical thinkers, decision-makers, influencers, and excellent communicators. Join us today.