Technical Support Engineer

HomeServe are currently recruiting for a Technical Support Engineer to join the Technology & Change Team in Walsall. The successful candidate will have experience working in a fast paced, collaborative environment delivering excellent Customer service.

This role will be 100% office based so you can be on hand to support our colleagues with their technical issues. There will also be occasional travel to our Preston and Nottingham offices to support there when required.

The primary purpose of the Technical Support Engineer (TSE) is to work as a cohesive unit to assist users across HML to resolve Incidents, Service Requests and enquiries for hardware, software and access. Our users are split between home, the office and in the case of our Engineers, the field.

Taking direction from the Head of IT Service Management, The TSE team will work closely with the wider technical team where there are shared responsibilities, opportunities for efficiency or points of

technical escalation.

General workload will be made up of supporting the 1st line Internal IT team, 2nd line support, with all team members required to work across the spectrum of support provided to the user in order to provide a first class customer experience for the end user with particular focus on desktop support.

The TSE is a role that has a wide breadth of knowledge and the role older should actively seek to acquire new skills within the role. There is plenty of scope to progress - an expert in the role will be adept at everything from Access Management to helping users at the first point of contact right through to more complex technical support and advice. All TSEs will have a passion for Customer Service.

Principle Accountabilities

• Be the first point of contact for users to resolve Incidents, Service Requests and enquiries for hardware, software and access, ensuring all activity is logged on the ITSM system.
• Respond and react to user's needs via phone, chat, ITSM portal, email and in person.
• Establish the impact and urgency of a user's ticket, ensuring all relevant details are accurately captured and logged on the ITSM tool.
• Make an initial assessment of the information provided and identify if immediate corrective action can be undertaken at the point of first contact. Otherwise agree the next steps and course of action with the user.
• In the event of a Major Incident, support the Major Incident Manager as necessary.
• Own end to end customer satisfaction as each incident or service request progresses through the full life cycle, including with resolver groups.

• Supporting first line activities;-

• Where necessary assist in establishing the impact and urgency of a users ticket, ensuring all relevant details are accurately captured and logged on the ITSM tool and the correct priority is assigned.

• If possible identify if an immediate corrective action can be undertaken at the point of first contact. Otherwise agree the next steps and course of action with the user.

• As necessary, direct all tickets to the relevant resolver group, working to ensure all of the required information is logged.

• Make use of existing, and create new knowledge base/ self help articles and guides to maximise the level of service provided. These may be used by both technical and business users.

• Support all resolver groups with tickets in the ITSM tool, ensuring timely updates are made as required and that escalations are made if needed. Before closure of tickets, contact should be made with the user to verify the resolution.
• Perform - remotely where possible - fixes at the desktop level, including installing andupgrading software and physical equipment issues.
• As the closest link to end users, identify common issues/trends with recommendations for service improvements in training, technical fixes, process and communication.
• As well as on site and face to face support, work to remotely resolve user's Incidents and Service Requests.
• Where remote assistance is not possible or has failed, perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Use technical experience, tools and skills to identify common issues/trends and make recommendations for service improvements regarding training, technical fixes, process and communication. The TSE should collaborate with other teams in Tech and Change to remove common causes of incidents and the resolution of Problems where relevant.
• Work with wider Service Delivery technical teams including Cloud services and Applications Support to identify, troubleshoot, and resolve hardware and software issues on relevant servers and workstations. Escalate incidents as necessary and own them to resolution.
• Have the right level of awareness and understanding to be able to offer general advice, points of contact and guidance on all IT services available, particularly Tier 1 services.
• Working with a "can do" attitude as part of the wider team, actively strive to improve services and skills in line with the skills matrix to ensure you have a good and ever improving breadth and depth of understanding for all elements of the role. This is a broad and varied role and the role holder should embrace the chance to be an all round expert of 1st and 2nd line IT support.
• Maintenance and configuration of Apple and Android devices and via Airwatch and any other MDM platform used
• Good level of understanding of the MDM system and associated mobile security solution and ability to perform config and make changes as required. Senior members of the team will own HML's chosen MDM solution and actively work to be experts in the area.
• Ensure accurate asset management is kept up to date at all times and withstands audit scrutiny.
• Work with third parties as necessary when obtaining quotes for hardware and when onboarding and setting up equipment.
• Able to use the Oracle system for raising hardware POs, with understanding of the process and seeking the necessary approvals.
• Complete relevant tasks for approved IT projects as directed by line management with all time being accounted for.
• Manage and carry out IT equipment moves and changes, including desk moves.
• Ensure the Desktop patching schedule is carried out in line with process and that troubleshooting and improvement opportunities are maximised. All concerns are to be fed back to the team leader and information security.
• Flex between 1st and 2nd line support tasks. Examples may include building equipment, asset tracking, desk moves, on site face to face support, Okta configuration / management, owning mobile device management and the end user's experience.
• As required, work within the remit of the role to integrate with other ITSM processes including Major Incident Management, Change Management and Service Transition.
• Provide out of hours support as part of the on call rota.
• Demonstrate the benefit of your knowledge of current network protocols, operating systems, software, and standards, including but not limited to Microsoft Windows 7/10, Microsoft Windows Server 2008/12/16, Active Directory, SCCM, MDM, DNS and GSuite.

Knowledge, skills and attributes:

Essential

• Genuinely want to deliver 1st class customer service.
• Ability to work in a busy environment with a desire to learn new skills.
• Exceptional interpersonal skills and a passion for Customer service.
• A clear and calm communicator, able to deal with people at all levels of the organisation, up to and including Exec.
• A methodical approach with strong documentation skills.
• Good general technical skills across a range of technologies used by HML.
• Working within a fast paced forward thinking function.
• Experience of supporting end user computing and device lifecycle management.

Desirable

• Experience of Active Directory, supporting AD and Windows 10.
• Experience using and supporting G suite, Microsoft Office.
• Understanding of IT technologies and support principles.
• Mobile Device setup for Android and IOS.
• Experience of using the Remedy Service Desk Tool.
• Understanding of ITIL v3.
• Familiar with Azure Cloud Services .