The provided job description contains some formatting issues, inconsistent use of HTML tags, and a mix of content that could be better organized for clarity. I will refine the formatting to enhance readability and ensure the content is focused and relevant.
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Senior Customer Support Engineer, London
Client: SCC
Location: London, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 78d8c772f7ff
Job Views: 11
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description
Contract Type: Permanent, full time
Salary Package: £, to £, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours: am – pm, Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement, providing flexibility around your personal needs.
Interview Process: 2-stage process
Why SCC?
* An inclusive workplace
* Excellent package: solid basic and company benefits
* Hybrid working & core hours in line with role requirements
* Career development and lifelong learning opportunities
* Opportunity to join Europe's largest privately-owned IT Company
This role requires a full UK Driving Licence
Role Purpose
To provide support for IT hardware and software products within the required Service Level Agreement (SLA). Provide technical support to staff in Managed Services, handle incident management of major system outages, and deliver IT support services efficiently and proactively to a dedicated customer. This role may also include site or client-specific tasks and responsibilities.
Key Responsibilities
* Feed back to the SDM any site-related problems or positive correspondence.
* Monitor call queues on client systems to ensure contractual obligations are met.
* Project manage and lead major system outage situations on customer sites, including temporary management of staff if needed.
* Provide technical support to other Managed Services functions.
* Repair and maintain hardware (Servers, PCs, Laptops, Printers, peripherals).
* Complete software incidents following customer and manufacturer procedures.
* Install hardware and complete IMACs to specifications.
* Utilize client systems to update calls in real-time to meet SLA targets.
* Achieve KPI targets.
* Embrace new technologies and adapt to change.
* Follow all local site-specific Fire, Security, and Health & Safety regulations.
* Ensure incidents are processed on the appropriate call management system.
* Perform other reasonable requests from management.
* Comply with all policies and take responsibility for health & safety in the workplace.
Skills and Experience
* Laptop/Desktop setup and use
* General hardware knowledge
* Awareness of current IT issues
* Experience with networked systems, service desk, problem solving
* Proficient in Microsoft Windows and Office products
* Knowledge of industry-standard hardware
* Understanding of IT best practices and procedures
* Basic knowledge of ITIL terminology and practices
* Customer-focused approach
* Remote assistance skills
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