Technical Support Engineer

2 months ago


Sheffield, United Kingdom Advantage Resourcing Full time

**Job Title: Technical Support Engineer**

**Length: 6 Months ( possibility of extension )**

**Location: Sheffield ( 5 Days on Site )**

**Working for one of the largest providers of business software in the UK. Advantage Resourcing are recruiting for a Technical Support Engineer on an initial 6-month contract.**

**This role is based in Sheffield you will be required to work onsite 5 days per week.**

**The Role**
- 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.

**Skills Required**:

- 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



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