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It Support Engineer

Permanent @Garniche Jobs UK in IT
  • New Eltham, Greater London View on Map
  • Post Date : June 27, 2022
  • Apply Before : July 28, 2022
  • Salary: $2,000,025,000.00 - $25,000.00
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Job Detail

  • Job ID 198896

Job Description

Our client, based in New Eltham, is seeking a Service Desk Engineer / IT Helpdesk to assist their team.

The Engineer on a day-to-day basis should report to the Service Desk Manager and has an escalation path to the Managing Director. Along with the team the Engineer is responsible for providing technical support to their client base.

Location of Work
The role is based working from the Head office in New Eltham. The Engineer will be offered the opportunity to work on client sites typically with other members of staff.
Working Hours
Work hours will be 37.5 hours a week. The engineer will work between the business hours of Monday to Friday 8.00am – 6.00pm. There will be the potential for overtime, covering weekend and project works.
Responsible To
Service Desk Manager
Responsible For
No member of staff
Main Duties & Responsibilities:
• Answer the incoming Service Desk Calls in a professional manner
• Deliver high quality remote support on a range of technical incidents and problems across the client base
• Respond to and effectively resolve or escalate customer incidents, queries, or complaints.
• Handle incidents and escalate problems on the various platforms and supported networks from logging ticket to resolution
• Perform IT administrative tasks on both user and server related issues
• Communicate with customers and suppliers/3rd parties at all levels internally and externally
• Help support, train and mentor other team members
• Take a 'hands on’ problem solving approach, solving problems within strict SLA timeframes
• Take ownership of incidents assigned to you and manage them through to resolution
• Ensuring SLAs are met; time to respond, time to resolve and first time-fix
• Application troubleshooting
3

Secondary Duties & Responsibilities:
• Recommend enhancement to the Service Desk processes and tools used ensuring continuous improvements of service
• Assist Operations Colleagues
• Assist with documentation for Service Desk environment
Required Skills
• Excellent communication and interpersonal skills
• High level of customer service skills – Customer experience is key to good support
• Experience supporting:
o Active Directory
o Exchange/Office 365
o Remote Monitoring & Management
o Windows Operating Systems (desktop & server)
o Local Area Networking/Routing/Switching
• Formal IT qualifications (either in place or in development). e.g. CompTIA A+, Network +, Microsoft 365
Required Attributes
• A demonstrable passion for technology
• Passionate about customer service and excellent standards • Solid communication skills to understand client concerns and requirements
• Microsoft Desktop Experience (preferably with certification)
• General Technical Troubleshooting and problem-solving skills
• Clear Understanding of IT Methodology and Best Practice (preferably with certification)
• Able to prioritise under pressure and to work to deadlines
• Technically focussed but commercially aware
• Positive disposition with a sense of humour
• Driven by results and by performing at the highest level
• Reliable and punctual
• Ability to work within a team and add value to the members
• Comfortable communicating with staff of customers and internally at all levels (Owners through to junior staff)
• Willingness to gain relevant qualifications and accreditations

Permanent role

Based in the New Eltham office every day

Salary: up to £25K DOE

Braundton Consulting is a recruitment agency recruiting on behalf of this client