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
.png?width=55&height=41&name=conosco_icon_lightbg%20(1).png "conosco_icon_lightbg (1)"){kind=icon}
