The role will cover responsibility for a variety of IT issues for users, some of which will be straightforward, with some requiring investigation and problem solving.
- Diagnosing and resolving a wide range of IT issues for customers remotely.
- Building, installing, configuring & troubleshooting hardware and software solutions.
- Acting as the escalation point for our 1st line engineers.
- Keeping all backend systems up to date.
- Ensuring that customer information and documentation on our systems is accurate.
- Providing proactive advice on best practice and approaches for our customers.
- Supporting on project delivery work as needed.
- Consistently developing your skills and knowledge.
- Sharing specialist skills and ways of working across the team.
- Achieving response and fix times within our SLAs.
- Occasionally visiting customer sites on an ad-hoc basis as required, for installs or onsite work.
What you'll be aiming for:
- Consistently positive customer feedback.
- First time fix for issues whenever possible.
- Response times always within SLAs.
- Fix times within SLAs consistently.
- Strong customer relationships.
Experience & skills:
- At least 2 years in a full 2nd Line technical support engineer position, with 5 years+ experience in a technical support role overall.
- In-depth understanding of how to deliver outsourced IT support services to remote users in a variety of businesses.
- Experience with M365 platform – essential.
- Strong working knowledge of Microsoft Office products – essential.
Other skills, knowledge & experience:
- Office 365 – Exchange, SharePoint, Intune – Setup and Deployment
- Server Management
- Active Directory
- Hyper-V Replication
- ADConnect Services
Who you are:
You are an experienced engineer who is customer-focused, motivated, trustworthy, with strong communication skills (both verbal and written).
You are able to work accurately and quickly, as the pace is fast here, with a high level of technical expertise. You will always respond proactively to customers, always look for solutions to problems, and have the ability to manage multiple tasks at once.
