AddressMaverick Associates are recruiting for an experienced Technical Site Engineer with Superior Communication Skills - This requirement is non negotiable.
Job Description:
Position Overview:
We are seeking a highly skilled and customer-focused individual to join our team as a customer facing desktop engineer.
In this role, you will be responsible for delivering excellent and timely technical support and exceptional customer service to our clients.
You will ensure that incidents and service requests are dealt with, within SLA. You will have a proven track record of delivering service excellence and understanding the customer.
4 days in the office 1 from home
Responsibilities:
Provide 2nd line on site technical support:
- Attend customer and Intergence sites up to 4 days a week.
- Respond to and resolve complex technical issues.
- Troubleshoot and diagnose hardware, software, and network-related problems.
- Collaborate with other teams to ensure the timely resolution of issues.
- Document troubleshooting steps and resolutions in a comprehensive manner.
Customer service:
- Deliver exceptional customer service by always demonstrating a professional and courteous demeanour with an ability to build strong relationships.
- Communicate technical information to non-technical users in a clear and understandable manner.
- Provide guidance and advice to customers on IT-related matters.
- Maintain a high level of customer satisfaction by managing customer expectations and ensuring prompt issue resolution.
- Must be well presented to showcase the professionalism of Intergence.
Incident and problem management:
- Manage and prioritise incidents and service requests in accordance with defined service level agreements (SLAs).
- Analyse incidents and identify trends to proactively address recurring issues.
- Escalate incidents to the appropriate teams when necessary.
- Contribute to problem management activities by identifying and documenting root causes and proposing preventive measures.
Documentation and knowledge sharing:
- Maintain and update the knowledge base with resolutions, workarounds, and troubleshooting techniques.
- Create and update technical documentation, procedures, and user guides.
- Share knowledge and collaborate with colleagues to improve overall team effectiveness.
Continuous improvement:
- Identify opportunities for service improvement and operational efficiency.
- Participate in team meetings and contribute ideas for enhancing service delivery.
- Stay updated on industry trends and new technologies relevant to the role.
Requirements
- Bachelor's degree in Information Technology or a related field (or equivalent work experience).
- Proven experience in a similar role, providing technical support.
- Strong customer service skills with the ability to empathise and communicate effectively with customers.
- Solid understanding of IT infrastructure, including hardware, software, and networking concepts.
- Proficiency in troubleshooting desktops, laptops, operating systems (Windows, macOS), and common business applications.
- Familiarity with ITIL framework and IT service management principles.
- Excellent problem-solving skills and ability to diagnose and resolve complex technical issues.
- Strong organisational skills with the ability to prioritise and manage multiple tasks simultaneously.
- Effective communication skills, both verbal and written.
- Ability to work independently and collaboratively in a team-oriented environment.
- IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are a plus.
- Troubleshoot and diagnose hardware, software, and network-related problems.
- Collaborate with other teams to ensure the timely resolution of issues.
- Utilise remote access tools to assist with troubleshooting and issue resolution.
- Document troubleshooting steps and resolutions in a comprehensive manner.
