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Out of Hours Support Engineer

Xuper Limited
Closing date
24 Sep 2021

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Technology & New Media
Contract Type
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Out of Hours - Support Engineer

About Xuper:

We have established our principles and culture over the last 37+ years. Our principles have enabled us to develop a team who work efficiently, are ambitious, motivated, and friendly, creating a positive culture and environment within and outside of the office. We always ensure working with or for Xuper is a positive experience for our staff, partners, and clients.

Technical Profile:

We are looking for a Support Engineer to join our Out of Hours team who will be responsible for the delivery and co-ordination of IT services, ensuring high quality service with a consistent and professional approach. The successful candidate will provide an outstanding service to our customers and build a great relationship with International customers and partners and assist on service requests. As a successful candidate, you will have a great opportunity to work with global companies and in return we will offer excellent development opportunities.

About the Role & Responsibilities:
  • Answer client requests via telephone and email
  • Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
  • Update service desk tickets with accurate time entries and notes
  • Log support tasks
  • Liaise with external support companies and suppliers
  • Ensure tasks are progressed through to a satisfactory conclusion
  • Proactively keep customers and team members informed of progress
  • Out of Hours cover (nights, weekends, bank holidays)

Technical Experience / Requirements:
  • 1st and 2nd Level Line Support
  • Desktop support on Microsoft Windows & Office application stack
  • Basic AD & Exchange including O365 for progressing new starter & leaver request, security permission changes
  • Basic Windows Server OS knowledge
  • Basic Networking knowledge, understanding DHCP, DNS and IP Configuration
  • Understanding backup job reports and carry our basic troubleshooting

Key Attributes:
  • Previous customer service skills
  • Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
  • Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
  • Ability to prioritise tasks and projects
  • Accuracy and attention to detail
  • Self -motivated person
  • Able to understand and follow standard documented processes

Location, Hours, Package:
  • Derby
  • Shift Pattern on rota to offer 24 hours cover, 7 days a week - Mon-Sun 8:30pm to 8:30am, including Bank Holidays and weekends, 8:30am to 8:30pm and 8:30pm to 8:30am.
  • Excellent Package & Benefits, dependent on experience
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