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Technical Support Engineer

3 weeks ago

Stevenage, Hertfordshire, United Kingdom Ogelit Full time

We are seeking an ambitious Technical Support Engineer to join our expanding managed services team. This role offers an excellent opportunity to enhance your skills and technical capabilities while advancing your IT career. Our shift-left approach provides access to back-end systems, enabling you to deliver exceptional customer support and develop your skills with guidance from our 3rd line technical team.

While Microsoft and industry-standard certifications are desirable, we are committed to supporting the right candidate in obtaining these certifications within the first three months of employment.

The successful candidate will be based at our head office in Stevenage, Hertfordshire. However, occasional travel to customer sites within the UK will be required based on business needs. All business-related travel expenses will be covered. Due to the travel requirements, the candidate must possess a full driving license and have access to a vehicle. The role involves working as part of a team, with rotating shifts scheduled between 08:00 and 18:00, Monday to Friday.

The candidate will join our back-office support team, collaborating with Desktop Engineers at customer sites to provide technical support and handle escalations.

Primary Responsibilities
  1. Serve as the primary point of contact for customer enquiries via telephone, email, and self-service portal.
  2. Answer support calls and log incidents.
  3. Manage and triage incidents effectively.
  4. Investigate and resolve incidents across a diverse technological service stack.
  5. Maintain the highest levels of customer service.
  6. Adhere to agreed customer SLAs.
  7. Complete end-user service requests.
  8. Perform administrative tasks and system checks.
  9. Participate in internal process and knowledge article enhancements.
Minimum Requirements
  1. Proven experience working in a technical service desk/IT Support role.
  2. Customer service orientated with a problem-solving attitude.
  3. Strong written and verbal communication.
  4. Ability to document accurate and detailed ticket updates.
  5. Strong technical aptitude and keen to learn.
  6. Windows 10, 11 support.
  7. Good knowledge of Microsoft Office Suite (e.g. Word, Excel, Outlook).
  8. Microsoft 365 support (basic administration and management tasks).
  9. Experience supporting Microsoft Teams for IM, video conferencing and calls.
  10. Active Directory (basic management tasks).
  11. Experience using remote support tools.
  12. Exposure to IT support desk ticketing systems.

If you would like to apply for this role, please email your CV to apply@ogelit.com.

We work with several government organisations and therefore it's essential all applicants are eligible for SC clearance.

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