IT Support Engineer

at  Jobheron

Salary: £24k - 29k per year
Reference: ITS72927JH
An IT Support Engineer is required to join this leading UK Managed Services Provider based out of their Bracknell office.
They are open to applications from people with previous 1st line or 2nd line Windows support experience.
This is a fantastic opportunity to join an excellent organisation with enterprise technology and career progression.

ESSENTIAL SKILLS NEEDED

• 1-3 years’ experience in IT/Engineering Technical support or Customer Service area.
• Experience of supporting Microsoft Windows Desktop, VDI environments and basic application support for which training is provided.
• Knowledge of basic server and AD administration up to Windows 2019 is advantageous.
• Experience in configuration and maintenance of Active Directory Services, MS Exchange, Office 365.
• Understanding of network fundamentals (Security/DHCP/DNS)
• Understanding and appreciation of ITIL Frameworks
• Previous experience with ConnectWise or other Service Desk Platforms is required

PROFESSIONAL EXPERIENCE

• Experience in providing Technical Support (1st Line Support and or 2nd Line Support) in an ITIL based environment
• Previous experience in a fast-paced customer facing/ helpdesk role
• Ability to provide a customer focused service to committed Service levels
• Ability to work under own initiative, manage own time, and work to deadlines
  Sounds interesting? Please click APPLY for consideration.
  Candidates with previous experience or job titles including; IT Engineer, IT Technician, 2nd Line Support, 3rd Line Support, Helpdesk Analyst, IT Support Engineer, Senior IT Support may also be considered for this position.

ABOUT THE ROLE

As an IT Helpdesk Support Engineer, you will be required to provide first class customer service across the business.

DUTIES INCLUDE:

• You will receive and respond to customer inquiries via the phone and email with prompt, accurate, and courteous replies.
• Logging and Tracking the details of customer requests and problems as tickets.
• Identify the types, categories, severity, and urgency of the ticket.
• Provide technical/non-technical phone support to customers.
• Provide remote support and/or remote maintenance customers.
• Control and follow up customer tickets in order to comply with the customer’s Service Level Agreement.
• Act as a further escalation point for unresolved or escalated calls where possible.
• Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Escalate the ticket to the supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
• Maintain and/or Update customer information in the Service Desk System.
• Participate and assist in driving the knowledge management process.