Support Engineer - Service Desk

An opportunity has arisen for a Support engineer to evolve and develop a career in a forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy and support services.

  • Salary:
  • Location: Kent
  • Duration:
  • Date Posted: 04.05.2018

Support Engineer – Service Desk

An opportunity has arisen for a Support engineer to evolve and develop a career in a forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy and support services.
The ideal candidate will be have the opportunity and exposure of working with a wide, large and varied customer base, providing a large range of support and consultancy services, on many differing and diverse technical platforms.

We are looking for a talented engineer who is skilled and capable of working as part of a very busy and dynamic team, as well as being able to remain autonomous and self-sufficient in order to support a wide range of servers and networks for small to medium sized businesses in a very fast paced organisation. You will gain extensive experience over the various supported IT systems, on a Customer base stretching a wide spectrum, and the opportunity to use this exposure, and the diversity it brings to develop a career in IT, and to take every opportunity to develop their skills in this area, through informal and formal training and on the job learning.

Responsibilities:

  • Completing technical support tasks and activities in a 1st and 2nd Line Support capacity
  • Solving IT Issues, remotely, via phone, using remote support tools, or on-site presence, as required
  • Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.
  • To record customer calls quickly and efficiently, logging, updating calls throughout, and allocating as appropriate, managing to completion calls received in our call management system.
  • Assigning support calls to the correct engineers in Tier 1 and 2, and escalating and assigning any Tier 3 support calls to the Tier 3 team, ensuring ownership of the call through to a specific engineer.
  • Escalate calls from Tier 1 to Tiers 2 and 3 with excellent communication throughout the team.
  • Building and configuration of PCs to required and standardised setups and procedures
  • Manage support calls to ensure quick response and resolution, and prevent non-compliance to Service Level Agreements (SLA’s)
  • Deliver outstanding customer service, perception and satisfaction to all customers, at all times
  • Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers
  • Be involved with, and undertake any other duties in the office, or on site, as requested.

For more information call Jobfinders on 0203 879 1079 or...

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