IT Support Engineer

£18000 - £20000 per annum
26 Apr 2017
24 May 2017
Recruitment Genius Ltd
Contract Type
Full Time
This cloud software technology business based in Aztec west in Bristol is currently recruiting for an IT Support Engineer to work as part of a busy Customer Support Department and provide excellent support service to their customers.

Your responsibilities as an IT Support Engineer will include:

- Acting as the first point of contact for their customers for all enquiries logged via a variety of methods including phone, email, live chat etc.
- Effectively qualifying tickets to ensure that they are logged against the correct account and contain accurate information to allow them to be either resolved by yourself on first contact or escalated to the Support Escalations Team.
- Ensuring all tickets are processed according to documented support processes.
- Liaising with end users and customer's IT Support Staff to resolve Issues within pre-defined SLA's.
- Activating and training customers contacts to use the Self Service Portal.
- Providing basic billing support to end customers.
- Prioritising tickets correctly depending on the importance of the customer/partner and severity of their issue.
- Answering all incoming phone calls for the business ensuring that the caller is transferred to the correct business area.
- Contributing to a team repository as directed by the IT Support Team Lead.

Skills & Experience

- You will have at least 1 years' experience working on a Customer Service Desk.
- At least one Microsoft accreditation such as Exchange 2007/2010/2013 or Office 365.
- Good written and verbal communication skills.
- Driven and capable individual with a high work ethic.
- KPI and target focused.
- Comfortable working in a dynamic environment.
- Work well both as part of a team and autonomously.
- Self-motivated with a proactive 'can do' approach.


- Microsoft Exchange 2007 or 2010.
- Microsoft Office 365.
- Microsoft Windows XP, Vista and 7, 8 (not all required).
- General Networking Skills including an understanding of TCP/IP, IP subnets, LAN and WAN environments.
- An understanding of how ADSL, Leased Line and 3G connections work.
- An understanding of DNS record types and their functions.
- Microsoft Active Directory.
- Microsoft SharePoint.
- Experience with router, switch and firewall configuration and fault.

The Package:

- Salary: £18,000 - £20,000 per annum
- Job Type: Permanent, Full-time, 37.5 hours per week, Monday - Friday
- The opportunity to join a growing business with a great team culture
- 25 days holiday
- Free Gym membership
- Free drinks, snacks, fruit etc.
- Optional pension and healthcare scheme
- Fun, collaborative environment - days out, sports events etc.

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