If you are a dedicated IT professional with a passion for delivering exceptional support and have a strong background in Microsoft 365 and other essential IT skills, we would love to hear from you.

JOB DESCRIPTION

Job Title: IT Support Engineer
Department: Technical
Reports To: Service Desk Manager

Process and statutory requirements:

• Ensure that the reputation and brand of Kascade is always presented in the most positive manner.
• To live and demonstrate the organisational values internally and externally.
• To ensure that all process responsibility relating to CRM, ISO, etc are undertaken promptly and to a high standard

Customers:

• To provide a confident and competent service, knowing own limits of technical knowledge and seeking advice and support and escalating tasks as appropriate.
• To respond quickly to support queries and ensure end-users are regularly updated on the status of their issue.
• To provide a timely solution and respond quickly to tickets

OVERALL PURPOSE OF THE ROLE

As an Infrastructure Support Engineer, you will serve as a critical escalation point for IT support requests and issues. You will work closely with our service desk team to ensure timely and effective resolution of technical problems, both remotely and on-site. Your role will involve enhancing service desk performance through research and implementation of improved ticketing methods, spotting trends, building new processes and updating documentation. You will work closely with EUC Support Engineers and escalate issues to Senior Infrastructure Engineers when necessary, ensuring seamless operations and high customer satisfaction.

KEY DUTIES & RESPONSIBILITIES

• Help manage the Infrastructure Support (Tier 2) queue efficiently, ensuring cases are dealt with in accordance with priority level and SLA.
• Resolve cases remotely (ConnectWise/email/phone) where possible, or directly on customer sites (as and when needed) in line with target resolve times.
• Ensure personal accreditations are up to date and appropriate for work being performed.
• Be part of the 24/7 client support rota.
• Carry out incident and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups.
• Assist in the responsibility for the relevant training and development of new starters or junior engineers and support their ongoing integration and learning, working as a team.
• Perform root cause analysis (RCA) for major incidents and faults when required.
• Create and validate Knowledge Base Articles.
• Manage own time effectively and efficiently, ensuring expectations are managed and communicated.
• Update changes in documentation where necessary, while also providing on-going feedback in the development and improvement of documentation held for our customers deployments.
• Liaising with vendors to raise and manage cases, patch updates etc.
• Assist with the definition and embedding of a consistent set of processes and measures across the tiered support teams.
• Support the on-going development of the tiered support teams, via cross-training, documentation, knowledge share etc.
• Where required, support new technology service/solution acceptance into support.
• Building and developing strong, lucrative relationships between the company and customers as well as with our suppliers and distributors
• Providing on-site support where required.

Process and statutory requirements:

• Ensure that the reputation and brand of Kascade is always presented in the most positive manner.
• To live and demonstrate the organisational values internally and externally.
• To ensure that all process responsibility relating to CRM, ISO, etc are undertaken promptly and to a high standard.

Customers:

• To provide a confident and competent service, knowing own limits of technical knowledge and seeking advice and support and escalating tasks as appropriate.
• To respond quickly to support queries and ensure end-users are regularly updated on the status of their issue.
• To provide a timely solution and respond quickly to tickets.

Services:

• Check over IT services and identify any issues that can be avoided by proactive maintenance.

Suppliers:

• Building relationships with vendors and suppliers.