Service Delivery Engineer

12 hours ago

Stafford, United Kingdom Post My Job Ltd Full time

EPX Technical Services are an award-winning MSP based in both Staffordshire and the North-West, delivering IT Service Desk Support & consulting services to a wide range of business sectors. We are looking for an enthusiastic, self-motivated, skilled engineer to join our growing engineering team. This role is to provide an IT support service to EPX customers via telephone, remote support and onsite visits, as well as supporting your colleagueswith their work as required. Duties include: Provide support to customers, suppliers and partners via telephone, remote support & onsite visits Create and take ownership of tickets and be responsible for your allocated work Obsessively communicate with customers via telephone & maintain excellent written job-notes throughout Adhere to & contribute toward company processes and procedures Manage your workload, whilst meeting & exceeding KPI’s and targets Contribute to the continual improvement of not only the service, but the company as a whole Provide support to all other areas of EPX as required Role Description: As a Service Delivery Engineer, you will be expected to carry out IT support services to customers and partners of EPX, including management of the complete ticket lifecycle as they flow through our internal systems. Ensure that appropriate actions are taken to resolve support tickets, fully documenting them as you go with progress and resolution information. Take ownership of support tickets and work on them until resolution. Alongside working remotely, you will be required to attend customer site-visits at short notice, and occasionally be required to work outside of regular hours. In addition to carrying out "business as usual" standard support work, you will be required to proactively seek opportunities to improve service delivery, customer support and EPX as a whole. Escalate any failures/potential failures in Service Delivery to line-managers or senior staff as soon as possible. Previous experience in an MSP-related IT support role (or equivalent) Proven track-record of excellent interpersonal skills such as telephony, communication, active listening and/or customer care Systematic, disciplined and analytical approach to problem solving Technical enthusiasm Strong communication skills, ability to build and maintain working relationships with internal & external customers The attitude to contribute ideas to continually improve processes & procedures - making sure problems "never come back" and helping colleagues to do the same Dynamic and flexible 'can-do’ attitude Ability to work under pressure and a fast pace environment Full UK Driving License with regular access to own transportation

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