IT Support Engineer

Zenith Resources
14 Sep 2018
15 Oct 2018
Contract Type
Full Time
This vacancy has been placed on behalf of Zenith Resources who operate as an employment business.

We are recruiting for a temporary IT Support Engineer for a few weeks work in the Aberdeen area.

The main role will be the first point of contact for customer's reporting issues and faults relating to their service. The main objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 3rd line specialist teams to investigate and resolve.

Dealing with incoming faults in a professional, courteous manner over the phone and via email
Taking ownership of faults and managing them in a logical and methodical manner
Conducting full and through diagnostics with end users to enable first point of contact fault resolution
Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Diagnosing and resolving problems to the customers satisfaction & follow up
Maintain and develop own knowledge and skills to assist with first time fault resolution
Keeping the documentation up to date while also writing Standard Operating Procedures for repeated tasks
Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
Dealing with suppliers and vendors for support, procurement, Invoices and bills
Procurement of IT software and hardware as and when required
Other administration tasks as and when required

Skills & Experience
Min 2 years’ experience working in a similar role
Experience working on Windows 7/10
Experience working Office applications
Expertise in Office 365 support & administration
Knowledge of server 2008/2012
Knowledge of SharePoint administration
Knowledge of networking technologies
Experience working with RMM tools would be beneficial but not essential
A keen interest in networking and WAN technology
Must be able to demonstrate a customer first approach to support
The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Natural aptitude for trouble shooting & problem solving
Have solid experience in a help-desk or technical support environment
Highly organised and able to work on own initiative to complete the range of tasks required
Flexible and willing to work outside core business hours when required

Driving licence is must.

If you have the skills and experience please submit your cv now for immediate start

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