Technical Support Engineer

12 hours ago

Sheffield, United Kingdom Advanced Full time

Role Introduction We are looking for an **experienced** Technical Support Engineer based in the South or West Yorkshire area to provide support across desktop, mobile, networking and other IT infrastructure systems over a number of customer sites. You will be **customer obsessed** and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs.

Although primarly based in the North you may be required to travel to customer sites throughout the UK.

What You Will Do
- As a Technical Support Engineer you will provide technical support to customers and their end-users.
- When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
- Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
- Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
- Creating / updating training materials, runbooks and knowledge base articles
- Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
- Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.
What You Will Have
- As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
- A good understanding and knowledge of ITSM practices and procedures
- Good knowledge of enterprise-level IT systems and services
- Experience in co-ordination of issue resolution to agreed service levels and targets
- The ability to self-organise and prioritise workload
- Excellent communication and inter-personal skills
- A proactive approach to self-development
Who We Are We are one the UK’s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. **We hire for potential.** We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.

Find out more about the next steps once you’ve applied here - **how
- we-hire

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