Service Engineer

Role overview

Customer and ticket support

• Handle customer calls and emails, gather relevant issue details, and record information in the service management system.
• Pick up and manage tickets through closure, troubleshoot a varied range of technologies, and escalate when appropriate.
• Use remote access and monitoring tools to investigate customer issues.
• Prioritize work to meet contracted SLA targets, including response, first fix, updates, resolution plan, and resolution.
• Keep customers informed and work toward effective resolutions and high customer satisfaction.

Documentation and suppliers

• Maintain accurate ticket and client infrastructure documentation, including actions taken, fixes, current status, and escalation details.
• Raise cases with third-party vendors when required, provide precise issue information, track updates and SLA progress, and escalate cases as needed.
• Arrange access to sites or servers for further support when required and document supplier actions.

Required skills and experience

• At least one year of help desk experience, including use of remote support tools, and previous experience with a ticketing system.
• Experience with connectivity troubleshooting, Windows Server, advanced Windows desktop support, monitoring systems, virtualization, Exchange Online, Microsoft products, and VoIP or telecommunications support.
• Understanding of network security and cybersecurity; knowledge of cloud technologies.
• Strong customer-service, communication, problem-solving, and prioritization skills; able to lead a ticket through its lifecycle.

Workplace

• The posting states that the role is office-based and requires in-person teamwork.

Benefits

• Benefits include annual leave starting at 25 days and increasing to a maximum of 28 days, private medical coverage, discounted health plans, virtual GP access, an eye-care scheme, and wellbeing support.