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    Senior Customer Support Engineer - London, United Kingdom - SCC

    SCC
    SCC London, United Kingdom

    Found in: Talent UK C2 - 1 day ago

    Default job background
    Permanent
    Description

    Contract Type

    : Permanent, full time

    Salary Package: £, to £, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year

    Hours: am – pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs. Interview Process: -stage process

    Why SCC?

  • An inclusive workplace
  • Excellent package: solid basic and company benefits
  • Hybrid working & core hours in line with role requirements
  • Career development and life-long learning opportunities
  • Opportunity to join Europe's largest privately-owned IT Company
    • This role requires a full UK Driving Licence Role purpose: To attend provide support of IT hardware and software products within the required Service Level Agreement (SLA). Provide Technical Support to other staff in Managed Services and incident management of major system outages. Work efficiently and proactively to deliver IT support service to a dedicated customer. This role will also encompass site or client specific extra tasks and responsibilities. Key responsibilities:
  • Will be expected to feed back to the SDM any site related problems or positive correspondence.
  • Required to monitor call queues on client systems to ensure SCC is meeting its contractual obligations.
  • Project Manage and lead major system outage situations on customer sites. This may include temporary management of other staff to resolve incident.
  • Provide technical support to other Managed services functions.
  • Repair and maintain hardware (Servers, PC's, Laptops, Printers and associated peripherals).
  • Complete software incidents to customer/manufacturer procedures and specifications.
  • Installation of hardware to manufacturers/customers specification. Complete IMAC's to manufacturers/customers specifications.
  • Utilise client systems to check and update allocated calls in a timely manner to achieve required SLA and reflect actual work done in real time.
  • Achieve KPI targets
  • Must be able to embrace new technologies and adapt to change.
  • Understand and adhere to all local site-specific Fire, Security and Health & Safety regulations.
  • Ensure all incidents dealt with or processed on the appropriate call management system.
  • Carry out any other reasonable request as requested by your line management.
  • Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace.
    • Skills and experience:
  • Laptop/Desktop setup and use.
  • General Hardware knowledge
  • Knowledge of current IT issues
  • Experience of networked systems Service desk and problem solving experience
  • Proficient in Microsoft Windows\Office related products
  • Proficient in industry standard hardware items
  • Knowledgeable in IT best practices and procedures
  • General understanding of ITIL terminology and practices
  • Customer focus
  • Remote assistance
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