Technical Support Engineer

2 weeks ago

London, United Kingdom Proactive Solutions Group Ltd Full time
Technical Support Engineer
Technical Support Engineer / IT Support Engineer. A London based IT solutions provider need a Technical Support Engineer / IT Support Engineer. Working as a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architects to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. The Technical Support Engineer / IT Support Engineer will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day).
Technical Support Engineer / IT Support Engineer Responsibilities:
* Respond to user software or hardware queries via email and telephone.
* Support users through the required steps to resolve the issue.
* Escalate to the relevant team if the issue cannot be resolved.
* Update the ticketing system, ensuring all notes has been logged with the required actions.
* Willingness to help, support and offer excellent service to customers and colleagues.
What the Technical Support Engineer / IT Support Engineer will need:
* GCSES grades from A* - C or 9 - 5.
* Educated to College level (A-Levels or BTEC) in IT or equivalent.
* Experience working within the IT industry, preferably within an MSP environment.
* Experience using a service desk ticketing system to raise and manage service desk tickets.
* Experience using remote management software to support end-users.
* Experience supporting & administering Microsoft 365 via the 365 Admin Centre.
* Experience supporting IT infrastructures including LAN & wireless networking.
* Experience supporting desktops and servers across Windows & Mac OS.
* Experience supporting peripherals such as printers & mobile phones.
Technial Support Analyst expectations:
* Confident & professional telephone manner with excellent written and verbal communication skills.
* Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
* Astute problem-solving skills with the ability to analyse data to reach conclusions.
* Exceptional customer service skills including experience of dealing with diverse customer groups.
* Ability to use online research tools and internal documentation to find resolutions.
* Ability to remain calm under pressure during challenging times.
* Ability to develop and maintain strong customer relationships.
Technical Support Analyst benefits:
* Salary range £35-50k
* Internal career development and training plans for all team members via the Training Academy.
* 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
* Your birthday as a holiday each year on top of your holiday allowance.
* Relaxed, modern working environment where we value pushing our analysts forward.
* Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema.
* Access to a healthcare portal including health checks and a 24/7, 365-day councillor.
* Team challenges and prizes including employee of the month.
* Workwear included to represent yourself and the brand.
* Top-of-the-range computer equipment.
* Regular company social activities.
* Contributory pension scheme.
Licence/Certification:
* Full UK driver's license with access to own vehicle (required).
Proactive People is an employment agency and employment business

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