Remote IT Support Engineer

£20000 - £25000 per annum + benefits
03 Oct 2017
06 Nov 2017
Contract Type
Full Time
IT Support Engineer

The IT support engineer will provide effective IT assistance across all aspects of our customer's business and will provide 1st and 2nd level remote support. The engineer will be responsible for providing a responsive and professional primary point of contact and resolving customer incidents and requests (in-line with ITIL Best Practice) to a pre-defined SLA.

The aap3 Service Operations Centre is responsible for supporting and maintaining our customers IT systems and for providing efficient remote technical support. The Service Operations Centre is responsible for resolving any IT-related faults, queries and request quickly and efficiently, including a broad range of faults, queries and requests. The Service Operations Centre is the central point of contact for aap3's range of services including Global 24/7 Remote Support, Engineering Dispatch, Desktop Management Services and NOC Services.

Duties/areas of responsibility

The position will involve the following areas of responsibility
  • Recording all calls received by the Service Operations Centre in a qualitative manner - including a thorough description of the Incident or Service Request
  • Aiming to resolve incidents and service requests with minimal onward referral to 2nd level resolver groups
  • Correctly assigning incidents and service requests to the appropriate next line of resolution where required
  • Investigate, diagnose and resolve incidents within appropriate SLA timescales
  • Troubleshoot incidents using IT supplier and/or third party knowledge databases as well as the known error and workaround database
  • Update the knowledge databases with the appropriate level of detail regarding resolutions
  • Coordinating incidents on behalf of the user until successful resolution, including monitoring and tracking the incident
  • Initiating an escalation where incidents are not being dealt with appropriately or where a breach of SLA is likely
  • Providing proactive and timely communication to the user in respect of their outstanding incident
  • Providing information to assist in the efficient and effective management of the incident process
  • Closing incidents which have been resolved, ensuring that the user is content that the resolution has fixed the issue and that the service they have received has been satisfactory
  • Assigning the appropriate priority based on impact and urgency criteria as agreed with the business
  • Handling service requests, queries and customer feedback
  • Advising Problem Management where incidents require arbitration
  • Detecting possible problems, i.e. recurring incidents, and alerting the Problem Management process.

Person Specification

An enthusiastic individual with good communication skills, able to work as part of a team as well as managing their own work load and time management. Keen to learn - through on the job training, formal training and personal study.

Required Skills:
  • Strong Desktop and general IT Skills
  • Resilient with the ability to problem solve IT issues
  • Experience working with Microsoft Word, Excel and Outlook
  • Clear written and verbal skills
  • Experience with Windows XP,Vista, 7, 8 and 10 desktop/laptop support
  • Experience with Windows Server 2003/2008/2012
  • Experience working with Active Directory and MS Exchange
  • Basic TCP/IP networking skills (addressing, name resolution etc.)
  • Ideally previous experience within an IT Technical Support helpdesk role

Personal Attributes:
  • Warm and professional telephone manner
  • Ability to work as part of an IT team
  • Must have ability to empathise and listen actively to customers IT needs
  • Good IT technical aptitude

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