The Role
An excellent opportunity for an ambitious Technical Support Engineer to join our clients expanding managed services team
Responsibilities
The role offers excellent opportunity to enhance your skills and technical capabilities while advancing your IT career.
Based within their Stevenage office, however, very occasional travel to customer sites will be required.
Joining their back-office support team, collaborating with desktop engineers at customer sites to provide technical support and handle escalations.
Responsibilities:
- Serve as the primary point of contact for customer enquiries via telephone, email, and self-service portal
- Answer support calls and log incidents
- Manage and triage incidents effectively
- Investigate and resolve incident across a diverse technological service stack
- Maintain the highest levels of customer service
- Adhere to agreed customer SLAs
- Complete end-user service requests
- Perform administrative tasks and system checks
- Participate in internal process and knowledge article enhancements
Candidate Specification
Essential Skills & Experience:
- Proven experience working in a technical service desk/IT support role
- Customer service orientated with a problem-solving attitude
- Strong written and verbal communication
- Ability to document accurate and detailed ticket updates
- Strong technical aptitude and keen to learn
- Windows 10, 11 support
- Good knowledge of Microsoft Office Suite (Word, Excel, Outlook)
- Microsoft 365 support (basic administration and management tasks)
- Experience supporting Microsoft Teams for IM, video conferencing and calls
- Active Directory (basic management tasks)
- Experience using remote support tools
- Exposure to IT support desk ticketing systems
Desirable Skills:
- Experience supporting Windows Server and Active Directory Services
- ITIL Foundation qualification
- Experience of working for another managed service provider
- Basic networking/firewall skills
While Microsoft and industry standard certifications are desirable, my client is committed to supporting the right candidate in obtaining these certifications within the first three months of employment!
The successful candidate must have a full driving license and access to a vehicle.
Working as part of a rotating shift Monday to Friday between the hours of 8am – 6pm