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Senior IT Support Engineer
2 weeks ago
**Overview**:
We are hiring for an Senior IT Support Engineer who will receive and handle requests for a wide range of support from Cantium Business Solutions customers following agreed procedures. Responds to requests for support by providing information to enable incidentresolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken and pprovide advanced technical support to End Users, assists with mentoring and training of less experienced team members.
**Role & Responsibilities**:
- Following agreed procedures, provides advanced level advice to customers on systems, products and services which are available to them.
- Responds to requests for support remotely or on customer sites, resolving Incidents and Requests as appropriate in accordance with Cantium KPI’s and service level targets. Promptly allocates unresolved calls to appropriate team, keeping the customer informedof actions taken.
- Manages calls to Cantium standards to include detailed call notes of all steps taken to resolution.
- Assists with providing an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is providedfor error resolution and incident analysis.
- Assists customers in making more effective use of systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable. Investigates more complex technical issues sharing this knowledge with colleagues.
- For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
- Assists other ICT support and project teams when required.
- Assists the Remote Team Leader in mentoring less experienced team members, leads on technical and procedural End User initiatives and deputises for the Team Leader when required.
**Package**:
- Excellent salary
- Minimum of 33 days holiday (inc. bank holidays)
- Generous contributory pension scheme.
- People focused culture with great communication and development opportunities.
- A wide range of workplace wellbeing services.
- Electric Car Scheme.
- Employee shopping discount scheme.
