Job Description
IT Service Engineer
County Durham
3 month (Contract)
The Role
We're looking for an experienced IT Service Engineer to join the Service Delivery team on a 3-month contract. You’ll provide 2nd line technical support, ensuring all support incidents are logged, managed, and resolved in line with SLA agreements, while keeping customers informed throughout the process.
Key Responsibilities
* Deliver 2nd line technical support to our clients.
* Log and track support calls/incidents with accurate updates.
* Resolve incidents within SLA or escalate where appropriate.
* Communicate clearly with customers to keep them informed.
* Maintain standards aligned with ISO 9001 and ISO 27001.
Essential Criteria
* Experience in a helpdesk environment
* Excellent customer service skills
* Understanding of working to SLAs
* Strong troubleshooting skills, particularly with:
* TCP/IP, LAN/WAN, VPNs
* Microsoft Windows OS and Microsoft Office
* Microsoft Server, Active Directory, and Domain Services
* Backup/restore tools (e.g. Arcserve)
* Virus and malware protection software
* Self-motivated with a proactive attitude