it support engineer
3 the last 134 days, recently 2023-04-19
Responsibility
- support the other members of your team
- assist other members of the team with their own duties where required
- adhere to the core helpdesk processes, within your team
Show more +22 - pass on skills to junior members of the team
- provide technical support via telephone, email and remote access control
- liaise with the sales account managers where you can see sales opportunities that the business can benefit from
- provide support in person when on customer sites
- in line with Service Management Principles, provide a high level of customer service for all support queries
- be proactive in raising any concerns with the business managers relating possible customer service related issues
- as a member of the support team you will ensure EAC's core helpdesk processes are adhered to through First Response, Escalations, Follow up and Resolutions
- to take ownership of customer problems and be proactive when dealing with customers issues
- you will demonstrate a good level of communication and customer service skills, in dealing with customer support queries over the telephone, email, using remote support tools and in person whilst on customer sites
- to log and update all calls on the call logging system
- escalate more complex calls to an appropriate IT Support member
- EAC is an expanding IT Managed Service Provider and has an exciting opportunity to for a level two engineer to work within the Technical Support Team
- working within an IT Managed Services Provider your personal development will be fast tracked, as you will have the benefit of working across many customer environments and contributing to the success of delivering a variety of customer projects
- this position will be customer facing and will require you to travel to a variety of local customer sites operating in the commercial, charity and education sectors
- assist other people within the organisation with the preparation of documentation such as a scope of work
- liaise with the business administration team to ensure when chargeable work is completed the correct paperwork is completed
- you will need to have excellent customer service and communication skills, and the both the ability to troubleshoot issues as well as being able to follow defined processes to provide consistent levels of IT support
- as this position will involve regular travel to customer sites, a driving licence is essential, and we pay a car allowance which has been included in the advertised salary range
- ensure that you keep an accurate record of overtime and expenses and submit your claims in accordance with the relevant company policies
- as required by the company you will undertake any training and work towards professional qualifications that benefit both you and the company
- EAC strongly believes in developing its team and offers training incentives, for example a £1000 bonus on agreed accreditations. They always prefer to promote from within the company
- liaise with external support partners, such as Vendors like Microsoft, Dell and Extreme where necessary for any problems which cannot be resolved in-house
Requirements
- 2 Years Industry Experience
- 4 Years Industry Experience
- technical support: 1 year
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