About the role
A well-established Northeast based MSP are looking to welcome an experienced technical support Engineer to work with a plethora of well-known brands from the Newcastle office.
The role will involve supporting external clients by delivering 2nd, 3rd line technical support working closely with multiple internal IT teams to resolve Network, firewall and Infrastructure issues.
Your role will be:
- Proactively update customers via phone and ticket on the progress of their request with SLA
- To resolve incidents and problems both directly from customers and through technical
- Good understanding of a combination of the following
- Network experience/ routing, switching
- Administer network devices and execute technical changes accurately
- Administer customer networks as part of managed services provision
- Use existing skills and knowledge as well as appropriate support resources to identify resolutions to customer incidents
- Implement fixes and solutions where appropriate either via discussing directly with customer, via email, via remote control or onsite
- Manage, categorise, and prioritise 2nd line tickets according to process – and escalate tickets to 3rd line against agreed timescales and monitor through to resolution
- Adhere to contract specific Service Level Agreements
- Provide proactive problem management though checking manufacture websites, product updates and testing and producing KB articles and bulletins
- Carry out routine network management tasks and respond to monitoring alerts
- Assist all teams within the service department as required
- Maintain high level vendor specific IT certification as required
- Attend customer sites to implement fixes on occasion
- Provide pro-active support to customers based on monitoring warnings and exceptions – both remotely and on-site
Benefits:
Along with our market leading company culture we also offer a range of benefits
- Market leading training
- Hybrid working
- Private Healthcare
- Company Pension
- Cycle to work scheme
- Company Rewards
- Free breakfast & snack
Additional Responsibilities:
- Flexibility is required of all job holders to adjust responsibilities as required from time to time by their Line Manager/Divisional Director
- All roles will be required to handle confidential information and/or sensitive data in a professional manner and in line with existing Company processes and policies
- The content and reporting lines detailed in this job description may be reviewed and changed from time to time to reflect organisational requirements
- This list is not exhaustive but provides an indicator of likely tasks and responsibilities