Technical Support Engineer / ICT Engineer

Job Description

Technical Support Engineer / ICT EngineerLocation: Liverpool, L33.Salary: £25,000 to £30,000 DOE.Contract: Full-time, permanent.Technical Support Engineer / ICT Engineer - About the roleResponsible to: ICT team leaderRole Purpose:Working within the Technical Support team the successful candidate will provide support to internal staff processing and fulfilment of orders, as well as Internal IT Infrastructure support. The candidate will be required to provide excellent customer servicesto all our clients responding to support requests and resolving technical problems within agreed SLA’s.Technical Support Engineer / ICT Engineer - Key Tasks• Work as part of an IT Service Desk team based on ITIL principles.• Provide IT support to customers and internal staff, answering technical questions and adhering to the IT Service Desk logging process.• Provide sales team with pre-sales support, attend occasional onsite or phone-based meetings with field sales staff• Adhere to key IT service desk processes such as Root Cause Analysis and Change Control and where necessary high-quality document creation.• Carry out site surveys for larger complex opportunities and provide written reports where required for the sales team and clients.• Provide the Sales team with pricing and technical assistance in preparing proposals• Providing updates to Sales and Customers during the provisioning life cycle• Ensuring that services are connected in a timely manner and within defined SLAsAdministration:• Update and maintain company CRM and Service Desk system.• Updating partner systems, prior to connection and fulfilment by the team.• Updates job knowledge by participating in education and attending training as required.• Provide reports as required.• Any other reasonable duties as requested by their Line Manager, these may include special projects as defined and agreed by the Management team.Efficiency & Effectiveness:• Liaise with Line Manager to plan work in advance.• Report any issues in the processes and procedures that can be improved.• Ensure completion of work within relevant deadlines.Employee Relations:• Engage with relevant stakeholders to ensure your own personal development, engagement and business knowledge.• Liaise with management regarding any HR issues that may arise.• Assist other departments in making technical decisions.The above responsibilities are indicative of the type of work required and should not be seen as an exhaustive list.General/Expectations:• The service currently operates from 8am to 5.30pm, Monday to Friday.• Assist colleagues and customers in the use of information technology systems to carry out duties in the most efficient and effective manner.• To achieve agreed service outcomes, outputs, and personal appraisal targets, as agreed by the line manager.• To implement the Equal Opportunities policy into daily activities wherever possible.• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health & Safety at Work Act (1974) and relevant EC directives• To work in accordance with the General Data Protection Regulation (GDPR) and new Data Protection Act 201What we need from you:As part of the technical support team the role requires additional and essential demonstrable skills in a number of areas including:• Microsoft Office 365 Installation, Migration, and post-sales support to customers• Microsoft Windows Server installation and infrastructure support.• Microsoft Office 365 Exchange support• Experience of an IT Service Desk ticketing system• Microsoft Azure and/or other cloud-hosted environments such as AWS.Experience of any of the following technologies would be an advantage:• Network support experience and exposure to Firewall/Router configurations.• Experience with disaster recovery software such as Redstor.• Knowledge and experience in supporting VOIP phone systems.• Exposure to Mobile Device Management software.

Keyskills :
2nd LineTechnicianSupportHelp Desk