Job Description
The Role:
Technical Services Engineer to provide onsite and remote support to a managed service customer, to resolve IT problems across multiple technology areas including Office 365, Networking, Windows Desktop Support and Backups. Ideally 2-3yrs experience.
Key Responsibilities:
* Manage tickets logged in our IT Service Management System and prioritise these in relation to the set SLA agreement in place with the customer, the risk and approximate amount of time required for the ticket;
* Liaise directly with the customer to resolve issues;
* Investigate the problem whilst keeping in contact with the customer and logging notes in the system;
* Engage with Telefónica Tech and/or client partners to resolve issues
* Weekend and out-of-hours will sometimes be necessary but not immediately;
* On- call rota operated on evening and weekends;
* Assisting with ongoing projects.
In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.
Skills & Experience:
An understanding of and experience with support and implementation of parts of the following technology areas;
* O365;
* An ability to work to tight deadlines and manage priorities;
* A minimum of 2 years working within a dedicated IT department;
* VMware; management, and deployment of Virtual Machines;
* Automated Patch management via WSUS and third-party tools;
* End user support ie. Windows 10/ Windows 11, VPN, account administration etc.
* Network technologies ie. TCP/IP, VPN, DHCP/DNS, Firewall etc.
* Windows Server technologies (Active Directory, Group Policies, Remote Desktop Services, etc.);
* Backup technology (Veeam);
* A methodical troubleshooting approach and strong attention to detail.
Interpersonal Skills;
* A high level of self-motivation together with a willingness to learn new skills;
* A flexible and enthusiastic approach to the job;
* Good problem solving and decision-making skills;
* Can demonstrate exceptional levels of customer service and care;
* Good communication, organisation and presentation skills including the ability to write clear and concise proposals;
* Strong time management and coordination skills;
* Ability to work to tight deadlines;
* Up to date knowledge of technologies.
Qualifications
* Microsoft, Cisco, VMware & Veeam certifications (desirable but not required)
Additional Information
Additional Information:
* Must have the right to live and work in the UK;
* Due to our location, access to own transport is essential;
* 7.5 hour shifts between 08.00am and 18.00pm Monday to Friday (37.5 hours per week). This is an onsite position;
* On-call on rotation;