* Calls/emails re IT issues come into a central admin point, where tickets are cre
* Logging and keeping records of customer queries
IT Support Engineer
A small, yet well established and growing IT company are looking for an IT Support Engineer on a 3-6 month contact to assist with providing outsourced IT Support to small and medium businesses around the North West. The role has the potential to turn into a permanent position.
The company has 2 highly experienced IT Support Engineers who visit client sites if unable to resolve issues remotely, and in this role, you will work in support of them. You will deal with the day to day back office enquiries, system checks, hardware repairs etc.
Working in a reactive way to meet client changing needs, as well as working on planned tasks, this is a hugely varied role. Working days are generally difficult to predict or plan, as they are a result of client's IT issues, some which require immediate attention, others which are planned maintenance jobs.
The IT Support Engineer Role & Responsibilities
This role is a 3-6-month contract and could potentially become a full-time permanent contact.
* Calls/emails re IT issues come into a central admin point, where tickets are created.
* You will then pick up and deal with the tickets, initially aiming to resolve the issue via phone call with client, and where it is not possible to resolve remotely, planning for an Engineer to visit the client's site in relation to the urgency of the issue.
* You may at times need to involve a 3rd party, such as software supplier, e.g. Sage, to take their advice into account in order to find the solution needed by the client.
* The company has monitoring devices which flag up updates that need to be done on servers, this work can be planned in.
The IT Support Engineer General IT Duties
* Working with customers to identify computer problems and advising on the solution, including providing support on procedural documentation and relevant reports
* Logging and keeping records of customer queries
* Install and configure computer hardware operating systems and applications
* Troubleshoot system and network problems, diagnosing and solving hardware or software faults
* Replace parts as required
* Follow diagrams and written instructions to resolve an issue
* Support the roll-out of new applications
* Set up new users' accounts and profiles and deal with password issues
* Respond within agreed SLA's
* Work continuously on a task until completion (or referral to third parties, if appropriate)
* Prioritise and manage multiple open cases at one time
* Rapidly establish a good working relationship with customers and other team members
The IT Support Engineer Personal Requirements
* A confident communicator, able to discuss IT matters in easy to understand terms with clients
* A problem solving nature is also essential to this role, finding clever ways to resolve issues where there may not be a set process to follow, and where you feel you need to check back with your employer about the best course of action to take, you will naturally come with suggested ideas on how you would deal with the matter in hand
* A complete finisher, someone who wants to see a job through to its satisfactory completion, checking that the customer is happy with the outcome
* Detail oriented, and competent in collecting key information on customer IT systems to be logged on the in-house system, e.g. if a customer's broadband provider has changed, capture the new data
* Bringing new ideas to the business, you are happy to share suggestions on how to make things run more smoothly
* You will be happy to work on your own initiative, not needing to be micro-managed, making effective decisions
* Overall, the successful applicant needs to be someone who feels passionate about getting involved with and supporting the growth of a small Outsourced IT Support business.
The IT Support Engineer Required Experience
* Minimum of 1.5/ 2 years' experience in generalist IT support - At 1st line support level, you may have worked in roles such as IT Support Technician
* Must have a full Driving License
* Must have experienced addressing a wide range of IT issues, both planned & reactive
IT related qualifications which support your 1.5 - 2 years experiencer would be an advantage but are not essential
The IT Support Engineer Salary & Benefits
This role is a 3-6-month contract and could potentially become a full-time permanent contact.
Salary: £18,000 per annum
Standard workplace pension
Free parking
20 days holidays plus bank holidays
Company vehicle available for client visits/transporting client equipment
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