IT Escalation Engineer

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ABOUT US:

We are eloquent IT geeks which means we really know our stuff, but we are used to working with all levels of technical understanding. Our combination of technical expertise and our obsession with service excellence sets us apart. We have a diverse and energetic team of passionate and talented people and we are looking for an IT Escalation Engineer to join the business at a key point of planned growth.

ABOUT YOU:

You are a self-starter with a real passion for learning. You want to be a part of a great team in a growing London-based business. You're a geek at heart and love to play around with the latest technologies. You get a buzz from solving problems in a busy environment and you understand the importance of excellent client service, which means you can also give simple explanations without using IT jargon. You believe that the world can be a better place through the effective use of IT and want to help make that happen.

THE ROLE:

An exciting opening in their Service Team with an opportunity for real progression. In this this HYBRID ROLE, you will provide remote technical support for escalated tickets, as part of a team, for all clients, working from home and some days in the office. You will be expected to demonstrate a strong work ethic in managing issues and be committed to deliver results, have a keenness to learn and develop an appreciation for the various client cultures and requirements. The Training Programme will ensure that you are developing core skills for your future career in IT support and spans both company-funded external training as well as in-role experience objectives

ESSENTIAL SKILLS/EXPERIENCE:

- 2-3 years' industry experience, preferably in an MSP

- A solid academic background in IT/computer related, Physics, Maths or Engineering disciplines

- Proven track record of working with: hardware and peripherals including PCs/Mac, laptops, printers, Office 365, Microsoft Server, Networking including LAN, WAN, firewalls and routers, A applications/software, Citrix

- Experience in providing technical support for escalated issues

- Ability to coach/mentor junior members of the team

- Great interpersonal skills and an excellent telephone manner

- A methodical approach to problem solving

- Ability to engage professionally and deliver an exceptional client experience at all times

- Ability to work under pressure and respond to tight deadlines whilst prioritising workload

- Personal accountability for on-time deliverables and delighting clients

- A client centric attitude and a continual focus on end user experience

- IT qualifications and certifications

BENEFITS:

- Competitive starting salary

- Shift allowance and paid overtime