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Senior Service Delivery Engineer

About the role

Currently I am recruiting for a Senior service Delivery Engineer that is helpdesk based role providing telephone, email and remote support for external and internal customers. 

Supporting calls and incidents using a ticket based business management platform (Connectwise) and escalate and assign incidents to Team Leaders or Heads of Department when required.  You will provide all customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines.

Responsibilities:

  • Answering telephone calls and emails promptly to a professional standard

  • Fault diagnosis and resolution, providing remote support when required.

  • Resolve customer queries thoroughly to ensure minimum chance of reoccurrence.

  • Meeting service level agreements and deadlines

  • Delivering a high-quality customer experience with excellent communication and customer care

  • Working effectively as part of the service team, often unsupervised

  • Provide information required for customer reports.

  • Lead / support in customer meetings with either the HOD, Team Leader or the Account Manager

  • Provide customer support documentation (Regularly review and keep up to date)

  • Regularly review customer infrastructure and suggest improvements.

  • Develop written work instructions that can be followed by colleagues when required.

  • Assist and advice other staff to share knowledge and experience in resolving technical issues.

  • Active participation in continuous improvement activities and any training required for the role.

  • Provide training sessions to colleagues.

  • Complete daily timesheets in line with company requirements

Opportunities the support also include:

  • In alignment with department procedures, ensuring that procedural activities and guidance are followed.

  • Comply fully with all standards in connection with ISO 9001 and ISO 27001

What we look for in our candidates;

  • ICT related qualification such as ITIL Foundation,  Advanced skills in Microsoft and/or  CISCO

  • Advanced level of knowledge of installing operating systems; installation or removal of general software, dealing with virus-infected machines and malware protection software.

  • Excellent customer service and communication skills

  • Ability to research a problem and find a solution using on line resources.

  • Ability to make decisions and prioritise own workload

  • Ability to demonstrate strong commercial awareness

 Desirable Criteria:

  • Experience of building/installing servers/software

  • Working knowledge of configuring or troubleshooting network devises such as firewalls, switches and routers

  • A technical certification in any of the following: VMware, Cisco, Microsoft, Citrix

What we can offer you:

  • Hybrid/flexible working

  • Perkbox membership

  • 24 days annual leave plus bank holidays

  • 5% Company pension contribution scheme

  • Individual training & development plans           

 If you are interested in this Senior Service Delivery Engineer role, click 'apply now' and a member of our team will be in touch!

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