Technical Support Engineer

Our client is a unique Managed Service Provide with high client satisfaction score. We are looking for individuals who can improve the client satisfaction score even more.

Role:

The Technical Support Engineer role resides within the Managed Services Practice and is responsible to provide customer-focused ICT support via telephone, ticketing systems, remote monitoring and maintenance.

Responsibilities:

• Troubleshooting and resolving issues with end user's IT equipmentâ€


• Recommend and follow IT best practice policies and proceduresâ€


• Identify risks and opportunities arising from, or affected by, infrastructure configuration


• Professionally and courteously answering inbound requests via phone, email or in person from customers and handling queries in accordance with established protocolsâ€


• Working within an ITIL framework for service delivery, including ticket triage and assigning ticket†severity, impact, and customer-specific ticket detailsâ€


• Ensuring that client documentation is kept up-to-date and documentation is followedâ€


• Keeping meticulous and clear records of time spent on all activities and recordsâ€


• Maintain and obtain professional certifications to align with business objectivesâ€


• Keeping up to date with the latest technology trendsâ€

Requirements:

• Industry recognised certifications (MCSA / CISCO / VMware / CCNA / CCNP)â€


• Previous experience in providing high levels of client service and support requiredâ€


• Strong attention to detail and enthusiasm to learnâ€


• Excellent verbal and written communication skillsâ€


• Ability to deal confidently with clients, suppliers and staff at all levelsâ€


• Highly methodical and organised approach to workâ€


• Demonstrated ability to remain self-motivated and productive when working autonomouslyâ€

What is on offer:

• Base Salary + Super


• Excellent office & culture -where people enjoy their job, and always learn a lot

Other titles for this role in other organisation might be: Senior L2 Engineer, L2/L3 Engineer, Service Desk Analyst, IT Technician, Support Engineer, End User Support Engineer