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Service Engineer

About the role

We are delighted announce that we are collaborating with a well-established MSP situated in the North East to recruit a Service Engineer. This is an incredibly exciting opportunity to join our client during a period filled with exciting and ongoing projects.

Primary Responsibilities (Service Delivery):

  • Detecting and resolving faults, delivering remote support, ensuring regular updates on tickets, and promptly responding to emails, all while maintaining a high-quality customer experience through effective communication and customer care.

  • Adhering to service level agreements and meeting deadlines.

  • Collaborating efficiently as part of the service team, often working independently.

  • Escalating incidents to Senior Engineers when necessary.

  • Assisting in customer meetings alongside the Head of Department, Team Leader, or Account Manager.

  • Creating customer support documentation.

  • Recording daily timesheets in accordance with company policies.

  • Traveling to customer sites as needed.

  • Maintaining a flexible approach to shift work.

  • Adhering to departmental procedures and ensuring the proper execution of procedural activities and guidance.

  • Fully complying with all standards related to ISO 9001 and ISO 27001.

What we are looking for:

  • Proficient knowledge and hands-on experience with Windows, Virtualization, Servers, Storage, Networking, Internet, and Security.

  • Possession of an ICT-related qualification, such as ITIL Foundation, intermediate Microsoft or CISCO qualification (e.g., in progress or attained certifications like CCNA, Microsoft Teams Administrator Associate, Azure Administrator Associate, VMWare).

  • Exceptional customer service and communication skills.

  • Minimum of 2 years of experience in 2nd line helpdesk support, including troubleshooting and problem resolution.

  • Decent level of expertise in computer hardware assembly and repair.

  • Intermediate proficiency in installing operating systems, managing general software, addressing virus-infected machines, and implementing malware protection software.

  • Knowledge of virtualization technologies (VMWare, HyperV).

  • Familiarity with terminal server environments, preferably RDS.

  • Understanding of Microsoft Exchange.

  • Capability to investigate issue and seek resolutions utilising online resources.

  • Capability to make informed decisions and manage individual workload.

  • 2 years’ experience or more is desirable in 2nd line helpdesk support including troubleshooting and issue resolution.

For more information or to apply, click Apply Now and a member of our team will be in touch.

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