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 resolving 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
- Ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
- Good understanding and knowledge of ITSM practices and procedures.
- Good knowledge of enterprise level IT systems and services.
- Experience in coordination 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.
Wellbeing that means something
- 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
- Exceptional family leave: 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
- Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
- 24/7 Employee Assistance Programme for confidential support.
- Private medical insurance for everyone, no medical history exclusions.
Financial benefits that have your back
- Performance based rewards tailored to your role, from company wide bonuses to OTE and commission structures.
- Income protection: up to 75% salary for 5 years if you ever need it.
Grow your career with us
- SkillsHub learning platform with leadership pathways, future manager training, and a huge online library.
- Access to external training and apprenticeships.
Making a Difference
- MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
- Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.
Plus other flexible benefits
- ULEV car scheme with 1,000+ models.
- Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.