Technical Service Engineer
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Technical Support Engineer - Belfast- 3 Month Contract - 12 Hour Shifts
My client, a large technology and outsourcing organisation are looking for a Technical Support Engineer to join them on site in Belfast. The role will be on a 3 month contract basis working 12 hour shifts (07:00-19:00) on a 4 day on and 4 day off basis.
Role Overview:
* To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.
* Provision of 1st line support for incidents with 2nd line capabilities.
* Escalation for technical issues will be into 3rd line.
* This will be focused on the Meraki Product set for Routers/Switches/Access Points, and associated DSL/FTTC & 4G WAN links.
* This will be a shift position working a 4 on - 4 off rota on a 12 hour shift transitioning at 07:00 and 19:00. This is essential to achieve the 4 Hour SLA that the contract demands with the case volumes experienced.
Required Skills:
* Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
* Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
* Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
* Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
* Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
* Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
* Takes ownership of own development and has a development plan in place.
* Prior experience of the support of Meraki Products is essential.
* Candidates should be eligible and willing to undergo a basic background check prior to joining.
