Helpdesk Engineer Vacancy
£24,000.00 - Sheffield, South Yorkshire
Technical IT Support Engineer
As Technical Support Engineer you will be responsible for providing remote support for IT, data, hosting and telecoms networks. Your responsibilities include accepting, managing, and resolving incidents raised either by the telephone or through our Ticket System.
The Technical Support Engineer will be responsible for the proactive maintenance of customers networks, making full use of the Remote Monitoring & Management (RMM) systems in place.
You will ensure that issues and requests are responded to within the agreed SLA, helping to maximise the KPI’s individually and for the department.
The key duties and responsibilities of this position are as follows:
- Answer support telephone calls and e-mails directly from the customer and work to a target of first time fix of all issues
- Record all works within our clients ticketing system ensuring that regular updates are placed on all assigned open tickets
- Prioritise and categorise tickets to provide efficient progression
- Ticket ownership end-to-end throughout its life cycle
- Escalate issues via System Support team in a timely manner
- Logging calls with 3rd party companies
- Work to the contracted SLA’s, escalating potential failures to the System Support/Team Leader in a timely manner
- Provide recommendations for network/system improvements to the Account Manager
- Checking backups and escalating repeat failures to team leader
- Proactively identify issues before they arise as well as identifying any recurring tickets (i.e.) problems
- Aid in the creation and management of a technical Knowledgebase
- Working closely with the System Support/Team Leader to increase technical knowledge and understanding of the business environment
- Follow processes to provide a consistent approach to customer service
- Work to the agreed KPI’s set (individual/team)
The Person:
- Self-motivated and enthusiastic
- Good communication skills/written & verbal.
- Ability to provide timely and accurate record of works.
- Ability to organise and prioritise work.
- Good technical problem solving skills.
- Ability to work effectively and efficiently alone or as part of a team.
- A strong customer service attitude
Knowledge/Qualifications
- Minimum 1 years experience within the IT Industry and previous experience within an IT & Telecoms MSP.
- IP Addressing and routing.
- Active Directory.
- Microsoft Exchange.
- Knowledge of Networking principals
- Working knowledge of virtualisation – preferably using VMware.
- Proven track record of working on a remote technical support desk
If you are looking for your next career move within a well-established, forward thinking IT company, then this is the role for you. Please APPLY NOWto be considered for the role.
Job Types: Full-time, Permanent
Salary: £20,000.00 to £24,000.00 /year
This job was added on 11 Nov 2018 and the closing date for this job is 23 Dec 2018.