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 equipment

- Recommend and follow IT best practice policies and procedures

- 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 protocols

- Working within an ITIL framework for service delivery, including ticket triage and assigning ticket
severity, impact, and customer-specific ticket details

- Ensuring that client documentation is kept up-to-date and documentation is followed

- Keeping meticulous and transparent records of time spent on all activities and records

- Maintain and obtain professional certifications to align with business objectives

- Keeping up to date with the latest technology trends

Requirements:
- Industry recognised certifications (MCSA / CISCO / VMware / CCNA / CCNP)

- Previous experience in providing high levels of client service and support required

- Strong attention to detail and enthusiasm to learn

- Excellent verbal and written communication skills

- Ability to deal confidently with clients, suppliers and staff at all levels

- Highly methodical and organised approach to work

- Demonstrated ability to remain self-motivated and productive when working autonomously

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