IT & Internet
£27,000 to £31,000 Per Annum
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)
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.
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
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.
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
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
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
Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.