IT Support Engineer

3 days ago

Hebburn, United Kingdom Zenith People LTD Full time

Our client needs an Helpdesk/Support Engineer to assist the service desk with 2nd and 3rd level support. Where initial checks and first line support cannot resolve issues, you will help with fault diagnosis, taking full responsibility for incidents whererequired. You will also provide cover for the 1st line support where required.

The role is also very 'hands on’ in the office and warehouse, helping to image and build PC’s, test equipment and handle equipment deliveries and returns. This role will also include assisting installation and service engineers in the field where requiredso a level of travelling will be involved.

This is an ideal opportunity to be part of an exciting growing team, with opportunities to progress.

**MAIN RESPONSIBILTIES**
- Taking responsibility for service calls including Saturday Am
- To work closely with all teams specifically service and engineers.
- To take responsibility for customer liaison in open service cases providing a professional image of the company.
- To be aware of all SLA metrics, ensuring we operate within these parameters.
- To monitor the network, diagnosing problems and reporting incidents where required.
- To capture all necessary information and accurately record it in our database.
- To attend customer sites to resolve service issues.
- To build and image PC’s.
- To set up and test equipment.
- To assist installation engineers in the field.
- Driving high satisfaction levels with customers, aiming to restore normal operational service with minimum impact.
- To arrange and oversee company WEEE/Electric Waste collections.
- Testing and troubleshooting faulty equipment
- To liaise with product manufacturers to arrange warranty repairs.
- To assist in stock handling and stock counts.

This list is not exhaustive therefore the above duties may vary.

**PERSON SPECIFICATION**

Experience/Knowledge
- A knowledge of windows and networking
- A good understanding of firewalls, routers, switches
- A good understanding of computer systems and current operating systems is desirable
- Knowledge of anti-virus programs

**Skills**:

- Attention to detail is essential in this role
- Excellent communication skills
- Excellent interpersonal skills are essential
- Ability to work on own initiative

Attributes
- **Must hold Full UK Driving licence**:

- You must be solution orientated with a positive and professional outlook
- Outgoing personality is essential
- Ability to work under pressure
- You must have an approachable manner
- Confident, enthusiastic and reliable
- Commitment to take pride in all aspects of the role
- Commitment to assist all areas of the business and ensure high levels of customer satisfaction

**CHALLENGES**
- This is a new role which will inevitably develop as required.
- Ensuring that as a company, we fulfil our contractual SLA obligations. This includes high profile clients who can be demanding and expect a timely and efficient response.
- Working effectively with all areas of the business in order to deliver an excellent service for our customers.
- Remaining customer focused at all times.

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