19 Oct
Mitie
Gloucester
Job title: Senior Support Engineer
Based from: Gloucester
Reports to: Service Delivery Manager
Salary: Up to £42,000 per annum
The Role
The Senior Support Engineer is responsible for providing all levels of technical support to remote and onsite customers with a managed service contract and to 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. The role will consult on infrastructure problems and provide suitable networking solutions,
take ownership of user problems and will work proactively to troubleshoot, respond and resolve end-user issues.
Duties and Responsibilities
- Providing support to Support and Senior Support Engineers acting as an escalation resolution point for our customers
- 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 in order 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 our service desk SLA agreements
- Maintaining the GBE Converge 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 and that ticket closures are achieved in line with daily targets
- Managing own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated accurately and promptly
- 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
- Providing pre-sales support to GBE Converge existing customers
- Completing proactive maintenance for GBE Converge support customers
- 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
- Assisting the Technology Management team with managing the support team and departmental responsibilities and covering for them as and when required
No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistent with the status and responsibilities of the role within the business.
Person Specification
Essential
- Experience of working in a Managed Service Provider or similar IT support environment covering a number of different technical areas
- Experience with working on IT infrastructure projects where responsible for planning, installation and documentation
- Demonstrable experience of sound professional communication skills, written, over the phone and face to face
- A minimum of 1 formal IT qualification (e.g. Microsoft product certification. (MCSA e.g.), Network certification. (CCNA e.g.))
- Good working knowledge of major networking components, to include networking operating systems, basic configuration and maintenance, switches, router and firewalls
- Backup configuration and maintenance experience
- Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
- Daily system checks to include servers, backups and firewalls
- Excellent customer service skills and experience
- Experience in troubleshooting Microsoft environments
- Willingness to learn new skills in a fast-paced environment
- Comfortable working within a team or on own initiative
- Full UK driving licence
Desirable
- ITIL certification
- Certification and/or excellent working knowledge of windows server 2003/2008/2012/2016
- Certification and/or extensive working knowledge of windows 7/8/10
We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
Working Conditions
The typical working environment will be an office location at our offices in Gloucester.
The job requires that the engineer can lift and move typical IT equipment (PC's and Laptops) from floor to desk regularly. Long periods of working in front of a VDU with regular breaks is common. Occasionally you may be required to travel long journeys to complete customer support or training and may at times we required to stay overnight.
Engineers are expected to be available for an on-call rota to support customers with out of hours' support contracts as defined by the Technology Management Team. The role requires that you will be available to work evenings, weekends, and bank holidays on request.
Group Compliance
As part of the companies compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality,
ISO14001 for Environmental and ISO27001 for Information Technology, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:
- Compliance to all legislative and British Standard requirements
- Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required
- Maximise customer satisfaction with the services provided by GBE Converge
- Working to reduce, renew and recycle any waste on and off our sites including our offices
- Protect the environment and ensure use of toxic materials is avoided where possible
- Work to best safe practice and ensure actions do not cause harm unto themselves or others
- Employees will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others
- Ensure all minimum training requirement are met in compliance with the relevant ISO standards
- Ensure that any Information Technology 'incidents' are effectively reported and resolved in a timely fashion (internally or externally)
- Maintain clear desk and screen at all times
- Compliance to ensure no deliberate breaches in security information and/ or systems
▶️ Senior Support Engineer
🖊️ Mitie
📍 Gloucester