SC Support Engineer

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Support Engineer

BracknellSC Clearance required6 Months

Role PurposeThe role holder is self-sufficient when resolving routine problems or enquiries across several products or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.A 2nd Line Messaging Support Engineer is required to provide technical support for the Messaging Solution. As part of a small team of approximately 6 engineers the engineer will support the entire messaging system which is primarily based around Microsoft Exchange Server 2010 and Outlook 2010 client experience or knowledge of office communicator 2005(lcs) and 2008(ocs) would also be beneficial Desired skills also include windows PowerShell and working knowledge of exchange 2003 and working with outlook clients within the windows XP environment (outlook 2003). The engineer must be prepared to provide out of hours cover via an on-call rota.Key AccountabilitiesTechnical Capability. Works within a team supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).Business Awareness. Has a good understanding of the customer's environment and service delivery requirements to enable the delivery of the service.Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.Team Working. Is a key team member, demonstrating personal leadership and initiative resolving issues and supporting other team members.Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements. Key Performance IndicatorsFeedback from customers.Technical Assessments.Evidence of sharing and re-use of knowledge.Correct management of processes followed to deliver service.Improvement/enhancements to service delivery.Known errors with workarounds or fixes loaded in knowledge database.Percentage of customer problems resolved within required timescales.Meets service level requirements.Feedback from colleagues and team manager.Up to date personal learning plan.