On-Side Technical Support Engineer
Our client, is providing IT support services since 1981 and they offer everything from a fully managed IT Support Service that allows companies to grow safely in the knowledge that they have their IT covered, to basic IT support as and when it is needed. They support approximately 150 businesses.
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•As the Technical Support Engineer, you will report directly to the Service Desk Manager based in the UK
•This critical, client and partner facing role encompasses the delivery of key business objectives, good all round technical support and the ability to think outside of the box.
•You will provide 1st Line Support on the telephone and in person
•Assisting engineers with queries relating to works.
•Ensuring site visit reports are completed and received in a timely manner and according to the existing SLA.
•Manage and administer all recalls, escalations and complaints in accordance with customer procedures / policies
•Ensure that all clients records and tickets are up to date with status changes and relevant documentation
•Ensure all agreed KPI’s and SLA’s for adhered to.
•Good with diagnosing faults
The successful Technical Support Engineer will have:
•Great organisational skills,
•Possess the ability to work under pressure.
•Have a good all-round understanding of ticketing and customer care with emphasis on excellent service delivery
•Have a good telephone manner and strong customer service skills
•You will have at least 1 year of experience working in a similar role, and will be accredited with an industry recognised qualification.
•You will have good technical experience with Microsoft products
•Microsoft certification desirable