IT Support Escalation Engineer

Lea Consultancy
From £22,000 to £24,000 per annum
30 Nov 2017
08 Dec 2017
Contract Type
Full Time

IT Support Escalation Engineer

Are you looking to work within an award winning IT solutions provider who offer tailor-made solutions to their customers, who believe that their staff are their biggest asset so invest in training, qualifications and a progression plan for each individual employee who joins their family? They also offer 25 days holiday (plus Christmas break) and a company profit related bonus.

The responsibility of the IT Support Escalation Engineer is:

ØEnsure we give the best customer service possible.

ØFollow Operations guide and SLA levels for all processes and procedures

ØEnsure we always give the highest level of technical support possible.

ØTo provide a clear and accurate assessment of a fault by establishing a root cause. Then rectify fault or procure an adequate solution though specification of parts or by referral to the appropriate team/third party provider.

ØTake all incoming hardware calls where possible that are passed from help desk team, while customer is on the phone if the issue is a site down/Impaired and other engineers are unable to respond.

ØUpdate customers on the status of the calls being dealt with

ØEnsure that we respond to our customers with our agreed SLA period and to escalate any calls that are not.

ØEnsure we resolve all calls that you’re dealing with within our SLA or escalate where required.

ØEnsure the call are assessed for severity and dealt with accordingly

ØEnsure escalation procedures are followed at all times.

ØEnsure ticketing system is up-to date at all times, with the latest notes and times are put onto the calls (notes must comprehensive).

ØKeep customer up-to date on all your on-going calls, ensure every call on the system is updated on a regular basis.

ØEnsure that customers are provided with a call reference both verbally and via email

ØKeep yourself up to date with all the latest technologies.

ØWork as part of the IT Support team and support your team members.

ØEnsure we charge for none contract calls.

ØEnsure all call are logged correctly and changed where required.

ØCalls that need engineer visit are passed over to IT Support Engineers to Book.

ØEnsure at all times you keep up-to-date with your Site champion sites Anything of critical importance to be escalated to the IT Support Team Leader.

Required Qualifications, Attributes & Experience

ØA passion for IT

ØAt least 4 years’ experience in carrying out IT Implementations

ØVery strong IT Skills

Excellent Product knowledge of the following: –

ØWindows 2008/2012 Server

ØExchange 2010/2013 Server

ØCloud Solutions (Office 365/Azure)

ØVirtualisation ( Hyper V/ VM ware)

ØAdvanced Switch & Router configuration

ØServer Hardware

ØSecurity Solutions

ØBackup Solutions

ØStrong organisational skills

ØMicrosoft or equivalent qualifications

ØExcellent Communication Skills

ØExcellent Reporting and Documentation skills

If you feel you have the relevant skills then please do apply. Lea Recruitment Consultancy Ltd thank you for taking the time to read this advertisement and wish you the very best in your job search

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