Technical Support Engineer - Sheffield, United Kingdom - Advanced

Advanced

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Introduction We are looking for an
experienced Technical Support Engineer based in the South or West Yorkshire area to provide support across desktop, mobile, networking and other IT infrastructure systems over a number of customer sites.

You will be
customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs.

Although primarly based in the North you may be required to travel to customer sites throughout the UK.

What You Will Do

As a Technical Support Engineer you will provide technical support to customers and their endusers.
When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
Creating / updating training materials, runbooks and knowledge base articles
Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have

As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
A good understanding and knowledge of ITSM practices and procedures
Good knowledge of enterpriselevel IT systems and services
Experience in coordination of issue resolution to agreed service levels and targets
The ability to selforganise and prioritise workload
Excellent communication and interpersonal skills
A proactive approach to selfdevelopment

Who We Are We are one the UK's largest tech companies, and our products sit at the heart of some of the country's best-known businesses.

We've grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers.

We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive.

Our recruitment process is designed with inclusion and equity at its core.

Find out more about the next steps once you've applied here - **how
- we-hire