Address
Form of work
SalaryIT Support Engineer
Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.
As a member of the first-line Support Team, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver, with occasional project support at customer sites.
Duties and Responsibilities
Key areas of focus:
- Ensuring that all assigned support requests are responded to and resolved within SLA and customer expectation
- Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers
- Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member
- Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution
- Phone based and hands-on technical/desktop support and general troubleshooting
- Liaising with 3rd party companies as required
- Producing and maintaining support and customer documentation
- Driving resolutions where necessary
- Ensuring customer requirements are met, root cause issues are investigated and resolved
Experience and Skills Required
Having knowledge in the following areas:
- PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications
- Knowledge of Microsoft 365, and other Cloud-based IT solutions
- Windows Server and Active Directory administration
- Broad understanding of IT Infrastructure, including networks and email systems
- Minimum 1 years previous technical support experience
Personal Qualities:
Candidates should
- Have a professional and can-do attitude with colleagues and customers
- Possess excellent communications skills
- Be able to work independently and as part of a team
- Be able to work under pressure
- Demonstrate a methodical and structured approach to work
- Have a commitment to quality, and actively seek improvements to work methods and processes
- Have the ability to deal with ambiguity
- Have the confidence to deal with people at all levels
- Have the ability to travel when required
- Be self-motivated
- Have an interest in technology
- With our support, have the desire to achieve Microsoft accreditation
Job Type: Full-time
Salary: Dependant on experience
Job Location: Kinver DY7
Hiredonline is an advertising consultancy. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.
