Customer Service and IT Support Engineer

Job Location	Kinver
Education	Not Mentioned
Salary	Competitive salary
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

Customer Service and IT Support Engineer based in Kinver, offering an attractive salary, plus benefits.Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.As a member of the Customer Helpdesk and Support Team, the primary function is to provide remote IT support for our customers from our office in Kinver, with occasional project support at customer sites.Duties and ResponsibilitiesKey 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

Skills RequiredHaving knowledge in the following areas:

PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications

Windows Server and Active Directory administration

Broad understanding of IT Infrastructure, including networks and email systems

Additional experience in any of the below would be beneficial:

Minimum 1 years previous technical support experience

Knowledge of Office 365, and other Cloud-based IT solutions

Continuous Improvement

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

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