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.
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
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
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
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
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!