Job Title: Service Engineer
Location: Chester-Le-Street
Salary: up to £34,000
We are delighted announce that we are collaborating with a well-established MSP situated in the North East to recruit a Service Engineer. This is an incredibly exciting opportunity to join our client during a period filled with exciting and ongoing projects.
Primary Responsibilities (Service Delivery):
* Detecting and resolving faults, delivering remote support, ensuring regular updates on tickets, and promptly responding to emails, all while maintaining a high-quality customer experience through effective communication and customer care.
* Adhering to service level agreements and meeting deadlines.
* Collaborating efficiently as part of the service team, often working independently.
* Escalating incidents to Senior Engineers when necessary.
* Assisting in customer meetings alongside the Head of Department, Team Leader, or Account Manager.
* Creating customer support documentation.
* Recording daily timesheets in accordance with company policies.
* Traveling to customer sites as needed.
* Maintaining a flexible approach to shift work.
* Adhering to departmental procedures and ensuring the proper execution of procedural activities and guidance.
* Fully complying with all standards related to ISO 9001 and ISO 27001.
What we are looking for:
* Proficient knowledge and hands-on experience with Windows, Virtualization, Servers, Storage, Networking, Internet, and Security.
* Possession of an ICT-related qualification, such as ITIL Foundation, intermediate Microsoft or CISCO qualification (e.g., in progress or attained certifications like CCNA, Microsoft Teams Administrator Associate, Azure Administrator Associate, VMWare).
* Exceptional customer service and communication skills.
* Minimum of 2 years of experience in 2nd line helpdesk support, including troubleshooting and problem resolution.
* Decent level of expertise in computer hardware assembly and repair.
* Intermediate proficiency in installing operating systems, managing general software, addressing virus-infected machines, and implementing malware protection software.
* Knowledge of virtualization technologies (VMWare, HyperV).
* Familiarity with terminal server environments, preferably RDS.
* Understanding of Microsoft Exchange.
* Capability to investigate issue and seek resolutions utilising online resources.
* Capability to make informed decisions and manage individual workload.
* 2 years’ experience or more is desirable in 2nd line helpdesk support including troubleshooting and issue resolution.
For more information or to apply, click Apply Now and a member of our team will be in touch.