13 Oct
Anderson Recruitment
Barnwood
Job description
An exciting opportunity for a Senior Support Engineer to join our established Barnwood-based client on a full-time permanent basis.
This is a great opportunity to join an expanding company that really invest in their employees.
As a Senior Support Engineer you will be responsible for providing all levels of technical support to remote and onsite customers with a managed service contract and provide support to the Support Engineers.
The role is responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles.
Occasional travel to sites may be required,
so a full driving license would be beneficial or the willingness to use public transport.
- Key Responsibilities;
- Providing senior technical support to customers
- Providing coaching on technical skills and processes to Support Engineers
- Building and maintaining good working relationships with Project Managers to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costings
- Meeting with customers to understand the organisation strategy and working with Technical Architect and / or Solutions Architect to create IT solutions that meet those needs
- Maintaining 95% or above on service desk SLA agreements
- Maintaining the IT network, ensuring that any items of risk are highlighted or removed from the infrastructure
- Answering incoming telephone calls, tickets and emails ensuring all tickets are logged effectively and with adequate information to ensure that support requests can be resolved efficiently
- Managing own ticket queue and workload,
ensuring it is scheduled in an efficient manner and that time sheets are updated
- Completing scheduled small works as required and within the agreed customer timeframes
- Providing coaching on technical skills and processes to Support Engineers, oversee product specific staff training and encourage team sharing of best practice
- Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling
- Ensuring all paperwork relating to finished work is completed and recorded in line with relevant timeframes
- Candidate Attributes;
- Experience in working with IT Infrastructure projects
- Demonstrable communication skills, written and verbal
- IT related qualification
- Good working knowledge of major networking components
- Experience on procedures used in the installation modification maintenance
- Backup configuration and maintenance experience
- Working knowledge of Microsoft 365 Administration
- Willingness to learn new skills in a fast-paced environment
Hours; 37.5 hours per week, Monday to Friday + on call rota
Salary; up to £42,000 depending on experience + on call rota allowance + excellent benefits package (25 Days holiday + bank holidays, onsite parking, enhanced maternity / paternity packages, and free dental + eye check-ups)
▶️ Senior Support Engineer
🖊️ Anderson Recruitment
📍 Barnwood