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Technical Service Engineer

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Global Technology Solutions Ltd Full time

About the Role:

As a Junior IT Engineer at Global Technology Solutions Ltd, your primary responsibility will be to manage and resolve technical issues that are escalated from the helpdesk. You will work closely with end users to troubleshoot and resolve hardware, software, and connectivity problems, while also contributing to various business projects.

Key Responsibilities:

  • Incident Response:
    • Address and resolve customer incidents and service requests escalated by the client service desk within agreed Service Level Agreements (SLAs).
    • Provide troubleshooting and fault diagnosis for network, hardware, and infrastructure issues, ensuring resolution within specified timeframes.
    • Keep the client service desk updated on progress for each incident to ensure accurate tracking and communication.
  • Escalation and Support:
    • Promptly escalate unresolved issues or complex incidents to more experienced engineers to maintain adherence to customer SLAs.
    • Engage in proactive checks such as "floor-walking" to identify and resolve potential issues before they are formally raised as incidents.
  • Rotational Schedule:
    • Work on a rotational schedule of 4 days on and 4 days off, with shifts from 06:00 am to 06:00 pm or 06:00 pm to 06:00 am.
    Requirements:
    • Experience: Minimum 12 months IT experience or equivalent qualifications