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Our Client is a Network Solutions Provider that delivers, end-to-end, Information Communications Technology (ICT) solutions for organisations that want to achieve an integrated and holistic approach to ICT service delivery. They now have a requirement for an IT Technical Support Engineer.
You will be providing high level onsite and remote IT technical liaison, support and network administration to their customers, with responsibility for the full lifecycle of Incidents and Problems. The position will require close working with all Teams in all levels of Technical Support and Engineering.
Key Tasks:
- Resolving Incidents and Problems both directly from customers and through Technical Escalation
- Using existing skills and knowledge as well as appropriate support resources to find resolution to customer Incidents
- Implementing fixes and solutions where appropriate, either via discussing directly with customer, via email, via remote control or onsite
- Escalating calls to Vendor.
- Attending customer sites to implement fixes
- Attending customer sites to perform proactive support tasks and post installation hand over
- Administering customer networks as part of managed services provision
- Analyzing and reporting on call performance and server health-checks
- Provide pro-active Problem Management through checking manufacturer web sites, product updates & testing and producing KB Articles and Bulletins
- Assisting all teams within the Service department as required
- Maintaining high level vendor specific IT certifications as required
Skills and Experience required:
- 3+ Years experience in IT Support and Customer facing environment
- Excellent analytical and troubleshooting skills for problem resolution
- Good literacy and report writing skills and be able to provide examples from previous IT Projects where appropriate
- Excellent interpersonal and verbal communication skills and the ability to generate strong and lasting relationships with our customers
- Should hold a current MCSE and/or CCNA qualification or be able to demonstrate a similar level of knowledge.
- Excellent understanding of Networks, Protocols and Internet Technologies
- Cisco qualification(s) would be desirable, however knowledge, interest and awareness of Cisco products is essential
- Awareness of ISO / BSI and ITIL frameworks would be a benefit
- Awareness of working with Service Level Agreements
- Full UK driving licence is required
To take advantage of this fantastic opportunity simply apply via the button shown.
If you do not hear back within 4 weeks, please assume that you have not been short listed.
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