Technical Support Engineer - based Team Valley
With a passion for Service Excellence, you will be providing effective IT support to our diverse range of customers via telephone, email and remote support applications. Managing 1st line and 2nd line requests and incidents with responsibility for the full lifecycle of incidents and problems. Making change requests and implementing fixes and solutions where appropriate to deliver a first class service to our clients.
Your role will be to provide end user technical support with a particular focus on Windows, Linux and related technologies.
Make changes & resolve incidents and problems both directly from customers and through technical escalation
Use existing skills and knowledge as well as appropriate support resources to identify resolutions to customer incidents
Implement fixes and solutions where appropriate either by discussing directly with customer, via email, remote control or onsite
Upgrade hardware components and firmware
Adhere to contract specific Service Level Agreements
Escalate calls to vendors
Provide proactive problem management though checking manufacture websites, product updates and testing and producing KBI articles and bulletins
Liaising with onsite support / field engineers to provide technical support where required
Assisting other teams with troubleshooting and ticket management
Skills & Experience
Strong technical understanding of various aspects of IT
Understanding of servers – preferably in Linux and Cisco – and how they operate.
Knowledge of ISO / BSI and ITIL frameworks
Understanding of working with Service Level Agreements
Experience working in client facing IT support
Exposure to and hands on experience of working within an IT service provider environment
Experience with Incident Management processes and procedures
Knowledge of ServiceNow an advantage.