Job title: Support Engineer
Based from: Gloucester
Reports to: Operations Manager
Overview
As a Support Engineer you will provide remote, onsite and workshop IT support to GBE Converge's clients. You will always provide excellent customer service to try and resolve all customer incidents raised as well as completing small works and installation projects.
Responsibilities
* Always providing excellent and effective customer service
* Providing support for incoming service requests, utilising the help desk ticketing system
* Taking ownership of support requests, ensuring they are resolved and ensuring customers are communicated to at all times
* Contributing to the creation, development and review of procedures and policies within the IT department and maintaining current procedures and policies
* Escalating incidents to Senior Engineers, where appropriate
* Answering incoming telephone calls, tickets and emails and providing first point of contact as well as escalations to all GBE Converge customers
* Visiting client sites, where necessary, to resolve issues, often at short notice
* Correctly logging and updating tickets with the required information relating to support requests
* Managing and maintaining the end point monitoring platform on a daily basis
* Logging support tickets for all issues flagged, including 24/7 and daily checks
* Notifying management of recurring outages
* Raising hardware failures as critical P1 priority
* Raising outages as critical P1 priority
* Ensuring correct ticket information is always maintained
* Managing own ticket queue and work schedule in an efficient manner
* Assisting on Project work as and when required
* Providing coaching on technical skills and processes to other staff
* Providing pre‑sales support to GBE Converge existing customers
* Providing general administration and scheduling tasks for the service desk coordinator
* Ensuring accurate timesheets are maintained at all times
* Ensuring all paperwork relating to finished work is accurately completed and submitted in a timely manner
Person Specification – Essential
* Experience working in an IT support environment covering a number of different technical areas
* Sound technical IT skills
* English Language (written and verbal) to a GCSE or equivalent level
* At least 1 formal IT qualification at entry level or above (e.g., GCSE ICT, CompTIA, Microsoft certification, BTEC or similar)
* Comfortable working within a team or on own initiative
* Excellent working knowledge of Windows Server 2003/2008/2012/2016
* Excellent working knowledge of Windows 7/8/10
* Excellent working knowledge of Office 2003/2010/2013/2016/365
* Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance
Person Specification – Desirable
* Able to demonstrate good communication skills, written, over the phone, and face to face
* Experience in troubleshooting Microsoft environments
* Willing to learn new skills in a fast‑paced environment
* Excellent documentation skills
* Exchange Server 2003/2007/2010/2013/2016/365 implementation experience
* Backup configuration and maintenance experience
* Hands‑on knowledge of the procedures used in the installation, modification, maintenance and repair of IT hardware and software
* Daily system checks, servers, backups and firewalls
Working Conditions
The typical working environment will be an office location at our offices in Gloucester. The job requires that the engineer can lift and move typical IT equipment (PCs and laptops) from floor to desk regularly. Long periods of working in front of a VDU with regular breaks is common. Occasionally you may be required to travel long journeys to complete customer support or training and may at times be required to stay overnight. Engineers are expected to be available for an on‑call rota to support customers with out‑of‑hours support contracts as defined by the Technology Service Delivery Manager. The role requires that you will be available to work evenings, weekends, and bank holidays on request.
Group Compliance
* Compliance to all legislative and British Standard requirements
* Compliance to associated accreditation body schemes from NSI, BAFE, LPCB, FIA and others as required
* Maximise customer satisfaction with the services provided by GBE Converge
* Work to reduce, renew and recycle any waste on and off our sites, including our offices
* Protect the environment and ensure use of toxic materials is avoided where possible
* Work to best safe practice and ensure actions do not cause harm to oneself or others
* Employees will not tamper with any issued PPE or plant machinery that may cause harm to themselves or others
* Ensure all minimum training requirements are met in compliance with the relevant ISO standards
* Ensure that any Information Technology incidents are effectively reported and resolved in a timely fashion (internally or externally)
* Maintain a clear desk and screen at all times
* Compliance to ensure no deliberate breaches in security information and/or systems
Equal Opportunity Employer
We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
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