Technical Support Engineer

What You Will Do
As a Technical Support Engineer you will provide technical support to one of our customers and their end-users.
When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
Creating / updating training materials, runbooks and knowledge base articles
Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have
As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
A good understanding and knowledge of ITSM practices and procedures
Good knowledge of enterprise-level IT systems and services
Experience in co-ordination of issue resolution to agreed service levels and targets
The ability to self-organise and prioritise workload
Excellent communication and inter-personal skills
A proactive approach to self-development.