2nd / 3rd Line / End User Support Engineer / Senior Technician

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Job Title: End User Support Engineer

Location: Bagshot

Salary: Up to £21,000

The company manages and provides cloud solutions that allow their customers to achieve their business objectives now, and in the future.

Job Role:

The main purpose of this role is to provide technical end user support to the company's clients ensuring that incident and problem tickets are managed within SLA thereby supporting the company's commitment to achieving 100% Client Satisfaction and service quality. The role also requires you to work with other internal stakeholders to resolve client's issues and to identity and contribute to the resolution of recurring issues that continue to impact the effective delivery of 100% Client Satisfaction and service quality.

* Provide incident management support to client's technical support functions ensuring all incidents are reported and rectified in line with agreed SLA targets whether these have been identified by the client or by the company's monitoring systems. Identify the appropriate third party support required to resolve issues where they cannot be managed internally.

* Work with the client and both internal resources and external third parties to resolve technical faults as they arise and keep the client up to date with progress as required until issues are resolved.

* Review Monitoring Alerts to identify any issues that require escalating to incidents and ensure they are reported on and followed up.

* Support the drive to improve service delivery by contributing to the identification and resolution of incidents and problems as they arise..

* Complete Requests for Change (RFCs) in line with the Company's Change Management process and in order to meet agreed targets or prioritisation.

* Report any actual or potential security risks or incidents you become aware of to your line manager and, if required, the Group InfoSec Manager.

* Meet your obligation to support out of hours working or attending a client's site as required by the business and in line with any published rota.

* Use your experience and expertise to support the EUS team and beyond your own function where appropriate.

* Build and maintain effective and productive working relationships with both colleagues and third parties and support the company's values.

The Candidate:

Professional / Personal Skills and Experience

* Has a track record of delivering success in a similar role within an IT or professional services business.

* Has in-depth knowledge and operational understanding of the Windows operating systems used by the company's clients.

* Significant experience of Incident, Problem and Change Management from an operational perspective.

* Is client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising the viability of the contract.

* Has the ability to listen effectively, to diagnose a client's problem and find an appropriate solution.

* Strong attention to detail in the way client's issues are resolved and then recorded on the company's Service Management Platform.

* Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.

* An effective communicator who engages with the business and makes a valuable contribution to its success beyond your own function.

* Shows a strong interest in the technologies the Company uses and continually develops knowledge of those and new ones for the benefit of the business and its clients.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with previous Job Titles or Experience of; Senior End User Support Engineer, Technical Support Engineer, IT Technician, Senior Helpdesk Engineer, Helpdesk Support Engineer, Infrastructure Support Engineer, Senior Helpdesk Support Engineer, IT Support Specialist, IT Support Lead, 2nd Line Support Engineer, 3rd Line Support Engineer, 2nd Line Support Technician, 3rd Line Support Technician may also be considered for this role.