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Senior Systems Engineer

Location: North East

Salary: Contractor day rate

Job Type: Temporary

Job ID: 169080

Do you have hands on experience working within IT Support?

Are you looking to get involved with a number of exciting projects?

A tech company is looking for a Senior Systems Engineer to join their team.

You will provide high level remote and onsite IT technical assistance along with software, hardware and project support to customers, taking responsibility for the full lifecycle of incidents and problems.

The position will require working closely with teams in all levels of technical support and engineering so good teamwork and communications skills are key.

Role Responsibilities

  • To resolve incidents and problems both directly from customers and through technical escalation

  • To use existing skills and knowledge as well as appropriate support resources to identify resolutions to customer incidents

  • To implement fixes and solutions where appropriate either via discussing directly with customer, via email, via remote control or onsite

  • To upgrade hardware components and firmware

  • To adhere to contract specific Service Level Agreements

  • To escalate calls to the vendor

  • To provide proactive problem management though checking manufacture websites, product updates and testing and producing KBI articles and bulletins

  • To assist all teams within the service department as required

  • To maintain high level vendor specific IT certification as required

  • To attend customer sites to implement fixes on occasion

  • To attend customer sites to perform proactive support tasks, change requests and post installation handover and support

  • To provide technical assistance and pre-sales support to the Service Delivery team with Service Improvement Plans

 

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

 

Special Conditions

  • This role may require occasional travel

  • This role may require Monday to Sunday out of hours and on call working where necessary

  • This role requires the willingness of providing holiday cover and overtime as required

Qualifications

  • Minimum Degree level or equivalent in IT, Computer Science or similar discipline / proven equivalent working experience

  • Current qualification or be able to demonstrate a similar level of knowledge in one of the following: MCSE, CCNA RHCE

  • Full UK driving licence

 

Knowledge & Experience

  • Vast experience working in IT support

  • Vast experience in a customer facing environment

  • Exposure to and hands on experience of working within an IT service provider environment

  • In depth understanding of networks, protocols and internet technologies

  • In depth understanding of Microsoft and/or Cisco products

  • Good understanding of ISO/BSI and ITIL frameworks

  • Good understanding of working with Service Level Agreements

Company Benefits

As a company they’re big on personal development, regularly reviewing your progress and offering you the support you need to help you achieve your future goals.

In addition to your salary, pension scheme and BUPA private healthcare you can also make use of the cycle to work scheme and free breakfasts every day. You can expect a fresh, open space to work in, modern kitchen facilities and break areas to relax or catch up with colleagues during breaks. 

If you’re interested in this position, send across your CV and a member of our team will be in touch!