Client on-site engineer

at  Chorus

KEY RESPONSIBILTIES

• Troubleshoot and resolve incidents associated with both software and hardware
• Respond to ad-hoc walk-ins from staff with IT issues
• Provide onsite support to Edyn (Bristol office)
• Responsible for IT inductions for new starters
• Manage, categorise and prioritise all cases created and assigned to you
• Good first time fix rate
• Responsible for providing excellent customer service
• Respond to client requests efficiently in accordance with internal processes and procedures
• Develop a good understanding of the clients organisation whilst building and maintaining close client relationships
• Escalate incidents to our 3rd Line Support Team where necessary
• Undertake IT project work as instructed by the Projects Team
• Provide ongoing support to the 1st Line Team to help upskill and improve knowledge
• Ensure all knowledge base documentation is accurate and up to date
• Resolve incidents and requests within the agreed SLAs
• Maintain awareness of and follow Chorus company procedures and guidelines, including security, regulatory and quality related matters
• Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety
• Demonstrate behavior’s that promote our values
• Undertake any other duties as reasonably requested

REQUIRED SKILLS

• Experience in a similar position
• Excellent customer service skills
• Great attention to detail
• An understanding of Microsoft / Windows system administration tasks
• Exposure to Microsoft cloud technologies e.g. Microsoft 365, Azure, Intune
• Strong troubleshooting and problem-solving capabilities
• Excellent verbal and written communication skills
• Understanding of Network Infrastructure
• A demonstrated passion for technology with a desire to develop yourself
• Ability to work under pressure
• Team player who is willing to share knowledge
  We welcome creativity! Feel free to submit your cover letter as a video if that suits you best

As a Customer Onsite Engineer you will be responsible for a mix of break-fix incidents and service requests from one of our clients. You will work on a wide range of technologies, have the opportunity to further your skills and work with enthusiastic IT professionals. You will be responsible for providing excellent customer service to our client, and offering them support.