This role is for a highly skilled Technical Support Engineer professional to join a thriving team within the technology and telecoms industry. The successful candidate will be responsible for providing technical support across desktop, mobile, networking and other IT infrastructure systems
Client Details
Our client is a globally recognised leader in the technology industry. With a team of over 1,000 dedicated employees, this company is committed to delivering innovative solutions and services across multiple sectors.
Description
- As a Technical Support Engineer you will provide technical support to one of our customers and their end-users.
- When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
- Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
- Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
- Creating / updating training materials, runbooks and knowledge base articles
- Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
- Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
Profile
- As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
- A good understanding and knowledge of ITSM practices and procedures
- Good knowledge of enterprise-level IT systems and services
- Experience in co-ordination of issue resolution to agreed service levels and targets
- The ability to self-organise and prioritise workload
- Excellent communication and inter-personal skills
- A proactive approach to self-development
Job Offer
- Opportunity to work with a global leader in the technology and telecoms industry
- Supportive and innovative working environment
- Access to the latest technologies and tools