Client Support Engineer

Job Description

Client Support Engineer – Manchester / CatterickSalary – £27k - £31k + Pension + Life Ins + Health care + Bike to work Scheme + Regular Social EventsShift Pattern: 12-hour shift, working 4 nights on, 4 nights off. (Will include weekends)The ClientOur client is a highly successful IT solution provider Head Quartered in the North East supporting businesses across the UK. With 7 offices and 100+ staff they offer clients a genuine 24/7 support service through their own internal service desk, implementation team, software developers and cabling engineers.The RoleReporting to the Service Desk Team Leader, as the IT Client Support Engineer you will be the initial port of call for providing technical support to end-users who need assistance with their computer hardware or software. This could involve fixing a technical fault, answering a query, fulfilling a service request - anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.Youll be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the users issue and to explain technical issues clearly to the user. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.Your duties will include:Follow guidelines and applies basic product knowledge to resolve user network and system issuesEscalate unresolved incidents to 2nd lineIdentify and classify incident types and service interruptions to build the knowledge systemRecord incidents cataloguing them by symptoms and resolutions.Ensure service delivery in accordance with established service level agreements (SLAs)Act under guidance to record and track reliability data against the SLAConfidently present messages in a clear and precise mannerShare information with team members to help them become more effectiveStructure written and oral communication to ensure clarityAccurately and carefully follow established proceduresCheck work to ensure it is complete and free from errorsAct promptly to correct quality defectsVisit client sites on an as needed basisWork with colleagues (such as 2nd and 3rd line engineers), suppliers and customers to resolve technical problems in a timely and professional mannerEssential SkillsCompletion of higher education or a relevant apprenticeship to a good standard. Degree or degree equivalent qualifications is desirableExperience of working in a customer facing environment a distinct advantage.Experience of working in a corporate or MSP technology and environment.Competent with:All aspects of Windows desktop & application supportAll aspects of tablet and mobile device supportBasic network troubleshooting incl. ping and trace routeAdministering Microsoft Active Directory, Exchange Server & Office 365Be able to demonstrate:A strong understanding of the companies business, processes, procedures and clientsStrong Active Directory and Exchange administrative skillsKnowledge of Microsoft Group PolicyAn understanding of Microsoft Azure AD Sync and Azure AD ConnectIn ReturnA competitive salaryA fantastic and flexible working environment32 days holiday (inc bank holidays) and the ability to purchase up to an additional 10 days per annumLife insurancePrivate Health InsuranceFree breakfast, fruit, nespresso coffee, tea and soft drinksRegular social eventsA company credit card so you are never left out of pocketCycle-to-workImportant Information: We endeavor to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003. Required skills

2nd Line

IT Support

helpdesk

1st line

Client Support Engineer

Keyskills :
2nd Line IT Suppt helpdesk 1st line Client Suppt Engineer