Service Engineer

Overview:
ITPS is a service business that prides itself on customer communications and exceeding their expectations regularly. We expect customers to be delighted with our service and want to ensure that we are meeting their needs and keeping them regularly informed at all times. This helps to ensure our business continues to grow and our customers are retained, happy and we are delivering against their requirements.

This is a technical role with customer service at the heart of everything we do. You will be working as part of the wider Service Delivery department, focusing on resolving customer issues proactively and reactively, providing telephone, email and remote support for external and internal customers. The focus is ensuring the customer needs are put first and the customer experience has to be exceptional. Communication is an integral part of the role. 

You will document and update all support calls incidents with updates, outcomes using a ticket-based business management platform (ConnectWise) and escalate and assign incidents to Senior Engineers when required.  You will provide all customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines. 

The Service department may often be the only contact that a member of staff at our customer will have with us, and excellent communication, ensuring customers are kept fully informed at all times is a key outcome within this role.  

Core responsibilities:
Service delivery responsibilities include:

•    Fault diagnosis and resolution, providing remote support, providing regular ticket updates and responding to emails promptly whilst delivering a high quality customer experience with excellent communication and customer care
•    Meeting service level agreements and deadlines
•    Working effectively as part of the service team, often unsupervised 
•    Escalating incidents to Senior Engineers when required
•    Active participation in continuous improvement activities and any training required for the role
•    Support at customer meetings with either the HOD, Team Leader or the Account Manager 
•    Providing customer support documentation 
•    Completing daily timesheets in line with company requirements 
•    Attending customer sites where necessary
•    Having a flexible approach to shift working

Compliance responsibilities include:

•    Working in alignment with department procedures, ensuring that procedural activities and guidance are followed
•    Complying fully with all standards in connection with ISO 9001 and ISO 27001

Essential criteria:

•    A good level of knowledge and experience in working with: Microsoft Windows, virtualisation, servers, storage, networking, internet and security
•    ICT related qualification such as ITIL Foundation, intermediate Microsoft or CISCO qualification (for example studying towards or having obtained CCNA, Microsoft Teams Administrator Associate, Azure Administrator Associate, VMWare)
•    Excellent customer service and communication skills
•    At least two years of 2nd line helpdesk experience including trouble shooting and problem resolution
•    An intermediate level of knowledge in computer hardware build and repair
•    An intermediate level of knowledge in installing operating systems, installation of removal of general software, dealing with virus infected machines and malware protection software.
•    An intermediate level of virtualisation (VMWare, HyperV)
•    Knowledge of terminal server environments preferably RDS
•    Knowledge of Microsoft Exchange
•    The ability to research a problem and find a solution using on line resources 
•    The ability to make decisions and prioritise their own workload

Desirable criteria:

•    Customer Service Level 2 certificate

Future career progression:

Service Engineers will be supported and encouraged to progress into a Senior Service Engineer role.