The key deliverables of a On-site Support Services Engineer are to provide technical support to end users working on one of our key client sites in the Southampton area. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information. The On-site Support Services Engineer must can work on their own or as part of a small team representing the values and objectives of IT Lab.
Reporting to the Team Leader, the key deliverables of our Second Line Engineers can be summarised as follows:
- answer overflow calls and attempt first call resolution.
- confirm and capture accurate information.
Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s.
Prioritise and manage several open tickets at one time.
Apply extreme attention to detail.
Effective troubleshooting skills related to your relevant area of support.
Take ownership of technical escalation.
Contribute to and improve internal knowledgebase, assets.
Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
Provide prompt and accurate feedback to clients.
Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
Requires a level of supervision, however possesses the aptitude to work independently.
Required skills and capabilities
The ideal candidate will have/be:
Previous experience of providing IT Support in a commercial environment
Excellent communication and interpersonal skills
o Microsoft Exchange
o Active Directory
o Office 365
o Windows Servers (full range)
o Server Virtualisation (HyperV / VMWare)
o Local Area Networking
o Symantec Products
o Cisco LAN/WAN (routers, switches, ASAs)
o Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls
o Citrix ( XenApp/XenDesktop)
Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous
Generic essential individual attributes:
Excellent technical ability in one or more key virtual team areas
Very good technical understanding of current leading technologies, suppliers and industry terminology
Able to prioritise under pressure and work to deadlines
Excellent Decision making, judgement, planning and organisation skills
Flexible, calm and approachable, ‘can do’ attitude
Solid customer relations skills to understand client/client representatives concerns and requirements
Ability to work well within team, supporting other team members
Willingness to gain relevant qualifications and accreditation's
Working hours will be 40 hours a week during standard business hours (Monday – Friday, rotational shifts between 7am – 7pm UK time)
Offices located in Russell Square though the successful applicant will be providing on-site support to our client in Southampton
Package dependent on experience
22 days’ annual leave
Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
Continual professional development plan