Closing Date: 18.06.2025
Our Support Services team play a pivotal role within the Microlise Group, ensuring a speedy and professional response to issues and incidents, whilst delivering the highest level of customer support. We have an exciting opportunity for a TechnicalSupport Engineer, to support the Service Desk team with exceptional customer service and technical knowledge, whilst providing expert first line support to our customers.
This is a great opportunity for someone looking to get into the world of technical customer support. We are invested in developing our people, and with our “swarm” approach to resolving incidents, you will get the chance to learn new technologies and skills to drive your career forward.
Have you got service desk and / or customer support experience? Are you looking for a new opportunity and challenge? How about joining an organisation whose clients include industry giants such as JCB, Tesco and Stobarts?
Responsibilities
Own incidents through to resolution; provide user support, user administration and customer liaison
Assess and prioritise incidents
Identify root cause and liaise with the Incident and Problem Management team
Monitor, track and drive incident investigation, diagnosis and resolution to exceed and meet SLAs
Provide technical assistance for service issues in accordance with service desk policies
Link known or reoccurring errors, major outages to live incidents for reporting purposes
Maintain an awareness and understanding of incidents allowing effective communication with senior management and customers
Identify patterns in incidents and possible contributing factors or causes of system failure
Contribute to the ongoing internal and external knowledge documentation process, including common fixes and known issues
Work with other areas to develop and deliver improvements to processes and procedures
Contribute to the success of your assigned Swarm, supporting other team members and sharing knowledge
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