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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 necessaryTroubleshooting and resolve 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 articlesEnsuring 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.
As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.A good understanding and knowledge of ITSM practices and proceduresGood knowledge of enterprise-level IT systems and servicesExperience in co-ordination of issue resolution to agreed service levels and targetsThe ability to self-organise and prioritise workloadExcellent communication and inter-personal skillsA proactive approach to self-development