Client Support Engineer

Reference

HAL/AR/055640

Sector

IT & Internet

Salary

£27,000 to £31,000 Per Annum

Town/City

Manchester

Contract Type

Permanent

Closing Date

17/06/2021

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Client Support Engineer – Manchester / Catterick

Salary – £27k - £31k + Pension + Life Ins + Health care + Bike to work Scheme + Regular Social Events

Shift Pattern: 12-hour shift, working 4 nights on, 4 nights off. (Will include weekends)

The Client

Our client is a highly successful IT solution provider Head Quartered in the North East supporting businesses across the UK. With 7 offices and 100+ staff they offer clients a genuine 24/7 support service through their own internal service desk, implementation team, software developers and cabling engineers.

The Role

Reporting to the Service Desk Team Leader, as the IT Client Support Engineer you will be the initial port of call for providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request - anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.

You'll be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the user's issue and to explain technical issues clearly to the user.  Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

Your duties will include:

Follow guidelines and applies basic product knowledge to resolve user network and system issues

Escalate unresolved incidents to 2nd line

Identify and classify incident types and service interruptions to build the knowledge system

Record incidents cataloguing them by symptoms and resolutions.

Ensure service delivery in accordance with established service level agreements (SLAs)

Act under guidance to record and track reliability data against the SLA

Confidently present messages in a clear and precise manner

Share information with team members to help them become more effective

Structure written and oral communication to ensure clarity

Accurately and carefully follow established procedures

Check work to ensure it is complete and free from errors

Act promptly to correct quality defects

Visit client sites on an as needed basis

Work with colleagues (such as 2nd and 3rd line engineers), suppliers and customers to resolve technical problems in a timely and professional manner

Essential Skills

Completion of higher education or a relevant apprenticeship to a good standard.  Degree or degree equivalent qualifications is desirable

Experience of working in a customer facing environment a distinct advantage.

Experience of working in a corporate or MSP technology and environment.

Competent with:

All aspects of Windows desktop & application support

All aspects of tablet and mobile device support

Basic network troubleshooting incl. ping and trace route

Administering Microsoft Active Directory, Exchange Server & Office 365

Be able to demonstrate:

A strong understanding of the companies business, processes, procedures and clients

Strong Active Directory and Exchange administrative skills

Knowledge of Microsoft Group Policy

An understanding of Microsoft Azure AD Sync and Azure AD Connect

In Return

A competitive salary

A fantastic and flexible working environment

32 days holiday (inc bank holidays) and the ability to purchase up to an additional 10 days per annum

Life insurance

Private Health Insurance

Free breakfast, fruit, nespresso coffee, tea and soft drinks

Regular social events

A company credit card so you are never left out of pocket

Cycle-to-work 

Important Information: We endeavor to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.

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