Senior Engineer

3 days ago

Borehamwood, United Kingdom Just IT Full time

Looking to progress your career?
About the company
Our client is a fast growing MSP delivering world-class IT consultancy, solutions and support services to a growing and diverse list of clients based in London and the South East.
Position Overview
Looking for someone who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join a growing team as a Senior Engineer. The Senior Engineer role encompasses 2nd and 3rd line tasksacross both Service Desks and will be responsible for providing technical support for Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line team.

**Responsibilities**:

- Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress.
- Accurately log incidents by categorising and prioritising them in line with service operations procedures.
- Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution.
- Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks.
Essential Skills and personal qualities
- Has a natural aptitude for troubleshooting and problem-solving
- Embraces continual change and process improvement
- Can express ideas and information clearly and concisely
- Plans and manages own workflow on a daily basis to ensure the achievement of KPIs
- Demonstrates a passion for customers and delivering service excellence

**Benefits**:

- Holiday: 22 days; holiday rising to 25 days with length of service
- Birthdays: A free day's holiday on your birthday (or nearest Friday/Monday).
- Top tech: We don't just keep out services and solutions for our customers; that means best-of-breed software and hardware for all our staff.
- Training: A tailored training plan including official vendor certifications.

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