Job Description
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 clear 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
Solid 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
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