On-site Managed Service Engineer

IT Professional Services
Manchester, UK
23 Aug 2019
06 Sep 2019
Contract Type
Full Time
The Role

We are looking for an On-site Managed Service Engineer to join our wider Managed Service Department. This position is based in Ashton under Lyne on a customer site as part of a two-man team where you will be responsible for providing 2nd Line technical support in person as well as providing remote support to our clients via telephone, email and remote support applications.

The main duties of this role include:

* Accurately logging all support calls/incidents working to SLA's and business deadlines

* Record all customer updates within the support incident and ensuring that all calls are investigated

* Implementing fixes and solutions by either discussing directly with the customer, via email or remote support

* Provide excellent communication and ensuring the customers are kept fully informed at all times

* Apply high quality customer service skills

* Ability to apply a calm and considered approach to all support calls/incidents

* Liaise with the Managed Service Team Leader to request a technical escalation

* Discuss and liaise with our clients where necessary if a first time fix cannot be undertaken within an appropriate timeframe and or within the contract SLA

* Ensure where necessary support calls/incidents are escalated to the manufacturer, 3rd Party and or to the Managed Service Team Leader

* Produce customer reports when necessary and various adhoc reports

* Work as a team with your colleagues to discuss/suggest future improvements to the practices and processes used within the helpdesk environment

* Assist in the planning and roll out of projects

We are looking for someone who has 2+ years' experience in IT support and customer facing environment, awareness of working within SLA's, have a good understanding of networks, Active Directory, Domains, network protocols, Internet technologies and have experience of working with all versions of Microsoft Office, Arcserve, BackupExec, PC Anywhere and others.

Experience of troubleshooting Microsoft server products such as Exchange would be advantageous but not essential.

The Company

As a North East-based leading provider of ICT consultancy, solutions and support to national and international organisations, we are always keen to hear from people who want to join our progressive and expert team and forge a career with ITPS.

Clients repeatedly tell us that it's our people who make it such a pleasure to deal with ITPS and our staff tell us it's a great place to work too. We partner with some of the industry's leading vendors including Microsoft, Cisco, VMware and Lenovo to name just a few. With defined training and development programmes to support your role, coupled with your enthusiasm, the opportunities to progress your career into specialist areas and consultancy roles are right there for you.

We offer all the benefits you would expect from a forward-thinking company, including a permanent contracts of employment from day one, 24 days of annual leave per year (rising to 27 after five years,) plus bank holidays, a 5% employer pension contribution, free on-site parking, childcare vouchers, discounts with Virgin broadband and TV packages, 30% off Vodafone bills, free eye tests, free uniform, free tea and coffee. And let's not forget a TV, table football and an Xbox to unwind during break times.

We are a sociable, community-minded company too, with plenty of company-funded activities and events going on for those who want to take part.

If you are interested in this role, we would love to hear from you

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