SENIOR SUPPORT ENGINEER

at  Cloud Decisions

Senior Support Engineer | to £28K + Benefits | Stafford
Cloud Decisions have partnered with a successful Microsoft Partner with a deep product knowledge of Microsoft Technologies and over 16 years Microsoft Expertise. Our client are a multi award winning Microsoft Cloud Solution Gold Partner + leading Azure Expert MSP.
Their exciting and fast-moving environment fosters growth for all team members allowing their team to continually learn new things, take new opportunities, while working with the very best in the industry. They are currently seeking a Senior Support Engineer to join their team of experienced engineers working across a range of large-scale enterprise clients across a variety of sectors to deliver true value within Business and Digital Transformation as well as Cloud Consulting Services.

REQUIREMENTS

• Must hold or be able to successfully achieve and maintain NPPV3 with SC.
• Able to evidence excellent customer service skills.
• Possess a passion for IT and keen to progress.
• Knowledge of the ITIL ServiceDesk environment.
• Excellent and demonstrable documentation ability, for both technical documents and customer communication.
• Follow policies, procedures, controls + workflows .
• Work to strict SLA’s and ensure case information is correct and current.
• Working knowledge of Windows 11 and 10 Operating Systems.
• Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel.
• Minimum of 2-3 years 1st Line Service Desk experience.
• Experience in working with 3rd parties and triaging priorities

• Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately
• Working in conjunction with the 2nd line team for tickets that require escalation after the appropriate due-diligence.
• Consistent and coherent case updates / administration to be performed every day.
• Being responsible for triage to gather the relevant information to aid in case resolution.
• Co-ordinate support queries and requests
• Maintain knowledge base for all encountered issues
• Update customers on all stages of support calls, from logging, research, action plan, escalation to resolution
• Publish customer facing technical information such as best practice guides, FAQ’s, etc. (excludes consulting engagement documentation)
• Provide reports and statistical analysis on issues reported and resolved for use by account management + technical teams
• Major Incident – be able to analyse root cause and make recommendations cross platform
• Conform to the change management process for internal and customers.
• Ensure that agreed SLAs with customers are being met.
• Perform mystery shopper calls within the team to audit the quality of the service and ensure that the service is up to the required standard.
• Identify and spot opportunities for productivity enhancements within the team.
• Ensure that the defined Case management processes are being followed.
• Ensure that the quality of written and verbal communication with customers is of high quality
• Perform monthly reviews with engineers within the Team.
• Contribute to the development of the team
• Ensure that cases are being escalated between internal teams within SLA’s parameters.
• Ensure that cases receive daily updates, updating end users/customers of progress.
• Ensure that cases are being accurately assigned to customer resolver groups.
• Understand and contribute the capacity requirements of team to be able to deliver a high level of service.
• Reduce negative CSAT/NPS scores received within the team.
• Track engineers workload on a daily basis to ensure that case work is distributed fairly within the team.
• Ensure that all cases are logged accurately within the ITSM system.