SUPPORT ENGINEER

at  Cloud Decisions

Support Engineer | to £25K + 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 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 NPPV3 and SC Security clearance.
• 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 and controls including workflows
• Work to strict SLA’s and ensure case information is correct and current
• Working knowledge of Windows 10, 8 and 7 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
• Flexibility for helping cover different roles as and where needed.
• Confidence in all communication methods when speaking to clients and end users.
• Open to 24/7 shift pattern

• 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.
• Answer telephone calls and respond to all telephone enquiries
• Build and maintain customer support information and documentation of supported customer environments