Client Support Engineer Level 2 - Shift work - Days only

THOMAS Recruitment
Caerphilly, Mid Glamorgan
07 Jul 2017
06 Aug 2017
Contract Type
Full Time

My client is a world class, IT managed services provider dealing with everything from mainframe to AWS/Azure, and everything in between! They also have a phenomenal culture within the company, leading to them being in Sunday Times top companies to work for 5 years running, peaking at #19.

This is a days only shift pattern role, working 12 hour shifts for 7 days (6am - 6pm), but then only working 1 week in 3! For this you will be given a 10% shift allowance, on top of the £27.5k base. A 7% bonus is also on offer, taking the overall potential package to just over £32k

Reporting to the Team Leader you’ll be part of a 2nd Line support team, supporting the mission critical infrastructure of their clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.

The 2nd Line Support team are responsible for maintaining and enhancing the service they deliver to their clients by effectively:
• Managing all requests logged into the queue
• Managing client communication on all issues and requests
• Proactively reviewing high level problem management
• Reducing the number of repeat issues through route cause analysis
• Building strong client relationships by becoming a point of contact for clients
• Working with internal departments to mitigate client concerns

You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to their online training portal, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer - Level 3 position, or alternatively into one of their SME teams via their development path program aimed at building high level technical understanding in a full range of specialties.

Key Responsibilities

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL framework processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in the company’s structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members


  • Possess a strong understanding of server and network infrastructure architecture
  • Good experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN
  • Good knowledge and understanding of internet/e-commerce technology and its importance to organisations
  • An understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking
  • Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL


  • Good problem solving and analytical skills with knowledge of problem analysis methodology (e.g. Kepner Tregoe) desirable
  • A 'client centric’ approach
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills
  • Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE)
  • ITIL certification desirable


  • 25 Days Holiday (after 5 years’ service rises by 2 days, and then a further 1 day per year, capped at 30)
  • 5 Days Study Leave
  • ½ Day Birthday Leave
  • 1 day annual charity Leave
  • Private Family Medical Cover
  • Up to 5% Contributory Pension
  • Life Assurance
  • Income Replacement Scheme
  • Subsidised Gym Membership
  • Free breakfast cereal and refreshments
  • Child care vouchers
  • Bikes to work scheme
  • Membership to the Sports & Social Club