Technical Support Engineer - Belfast, United Kingdom - Experis

    Experis
    Experis Belfast, United Kingdom

    2 weeks ago

    Default job background
    Technology / Internet
    Description

    2nd Line Technical Support | Belfast (Hybrid) | 18 Month Contract | £30,000 Equivalent Salary

    Experis recruitment have partnered with a Global Tech Giant to recruit multiple Technical 2nd Line Support Engineers in a customer-facing role.

    The successful candidate will be responsible for the strategy, design, and implementation of the end-to-end customer experience for our client. This is part of an exciting journey for our client who are looking to build a new support function out of their Belfast office.

    Our client sees support engineers as a frontline technical resource for their customers, you will be expected to deliver exceptional customer service whilst also taking the opportunity to up-skill yourself technically and personally.

    Key Responsibilities:

    • Responsible for the customer support experience.
    • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
    • Identify cases that require escalation.
    • Create and maintain incident management requests to product group/engineering group.
    • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer experience.
    • Provide ramp activities, knowledge sharing, technical coaching and mentoring.
    • Drive technical collaboration & engagement.
    • Lead or participate in building communities with peer delivery roles.

    Key Experience Required:

    • Previous experience in a technical support role.
    • Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams.
    • Support experience investigating complex Microsoft 365 issues relating to performance, administration, site configuration and customization.
    • General understanding of Microsoft 365 administration principles.
    • Knowledge of Microsoft security compliance and identity fundamentals.
    • Good general networking knowledge including DNS, TCP/IP, Sub-netting.
    • Experience of web standards and technologies eg. HTTP, JavaScript, CSS, XML.

    Nice to Have:

    • MCSE/MCSD Certifications.
    • Customer handling experience on technical issues.
    • Ability to work through ambiguity and independently.

    Benefits:

    • Annual leave.
    • Pension.

    If you feel you are suitable for this position, please apply with an up to date CV.