Location: Office and field-based
Reporting to: Head of UK Support
The Onsite Support Engineer is responsible for giving technical IT support to customers both remotely and in person as required. The role is a split of office and field based work but engineers should expect to be field based at least 70% of the time once they are up to speed.
The key responsibilities of the role include, but are not exclusive to:
- Answering telephone calls from customers and logging support cases
- Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems both remotely and onsite at client offices
- Provide exceptional Service support to the business
- Contribute to policies, and updates to processes and procedures
- Work to SLA targets for incident, change requests and problems
- Prioritising and managing your own case queue
- Prompt and accurate updating of cases after carrying out work including Time Tracking.
- Establishing a positive working relationship with the business and 3rd parties
- Providing technical support for Microsoft related technologies: Windows Desktop, Windows Server, Microsoft Exchange, Office 365
- Experience of using cloud based email technologies – eg Gmail
- Providing technical support for networking connectivity, routers, switches, firewalls
- Providing technical support for MacOS (high level), including hardware troubleshooting, OS installation and system management and iOS devices
- Providing technical support for other handheld devices and peripherals
- Communications with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages etc
Skills/Qualities
- Interpersonal skills: telephony skills, communication skills, active listening and customer care
- Experience in client facing IT support roles
- Professional IT Certifications or equivalent experience, such as: Microsoft MCP, MCSA or MCSE, Cisco CCNA
- Completion of MAC OS examination
- Ability to diagnose technical issues remotely
- Ability to multi-task and adapt to changes quickly
- Ability to work in a team and communicate effectively
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
- Must have a valid driving licence and CBT (ideally)
- CRM system experience (Netsuite)
- The use of remote management tools, (AEM and Teamviewer) for remote support assistance and software deployment
To apply – email jobs@conosco.com