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1st Line
4 months ago
"1st line" "2nd line" "IT support""1st line" "2nd line" "IT support"
IT Support Engineer for a major cloud communications solutions provider
Up to £37k plus benefits
Bracknell ( 3 days a week) / Home (2 days a week)
The Support Engineering role encompasses many other aspects alongside technical problem solving, including; end customer consultancy and success, delivering software upgrades from product release packages, quality management and internal tooling development.
WHAT SUCCESS LOOKS LIKE
The key deliverables, critical for _effective_ performance e.g. customer satisfaction, and a brief description of why it is important
- **Motivation and ownership of issues**: the jobholder must be self-motivated to maintain high service levels for both simple and complex issues requiring interaction with other teams. Support Engineers maintain ownership of incidents from theinitial customer report to resolution, including delivering software or infrastructure upgrades.
KEY RESPONSIBILITIES
3-5 major areas of responsibility with a brief description of the expected activities
**Resolving technical issues**
- Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues, including completing planned changes and the associated QA and testing
- Log and resolve faults with external suppliers and internal teams.
- Ensure tickets are regularly and accurately updated in accordance with contractual SLAs.
- Pro-actively seek guidance from other technical teams/management to identify and propose ticket resolutions.
- Where appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution.
- Highlight any trends or patterns in technical issues to management.
- Ensure that the correct process and procedures are followed for ticket management and escalations.
**Providing customer service**
- Be a first and single point of contact for all customer enquiries.
- All responses and contact must be prompt, polite, relevant and concise.
- Provide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes.
- Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers.
- Set realistic and achievable expectations with customers on communication and resolution timeframes.
- Act as an escalation point for customers, partners or suppliers as required.
- Ensure the correct process and procedure for customer contact are followed at all times.
- Opportunities to lead Service Reviews for customers
- Customer consultancy for key services.
**Continual improvement and documentation**
- Ensure systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries.
- Where necessary, liaise with other in-house teams to ensure accuracy and consistency of client information.
- Be pro-active in communicating any process improvements to management.
- Continuously improve knowledge and understanding of our platform and customer solutions.
- Where required, utilising software development skills to improve the internal toolset.
