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IT Support Engineer

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Job Description

IT Support Engineer

Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.

As a member of the first-line Support Team, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver, with occasional project support at customer sites.

Duties and Responsibilities

Key areas of focus:

Ensuring that all assigned support requests are responded to and resolved within SLA and customer expectation

Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers

Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member

Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution

Phone based and hands-on technical/desktop support and general troubleshooting

Liaising with 3rd party companies as required

Producing and maintaining support and customer documentation

Driving resolutions where necessary

Ensuring customer requirements are met, root cause issues are investigated and resolved

Experience and Skills Required

Having knowledge in the following areas:

PC Desktop Systems – Microsoft Windows Operating Systems, Microsoft Office Applications

Knowledge of Microsoft 365, and other Cloud-based IT solutions

Windows Server and Active Directory administration

Broad understanding of IT Infrastructure, including networks and email systems

Minimum 1 years previous technical support experience

Personal Qualities:

Candidates should

Have a professional and can-do attitude with colleagues and customers

Possess excellent communications skills

Be able to work independently and as part of a team

Be able to work under pressure

Demonstrate a methodical and structured approach to work

Have a commitment to quality, and actively seek improvements to work methods and processes

Have the ability to deal with ambiguity

Have the confidence to deal with people at all levels

Have the ability to travel when required

Be self-motivated

Have an interest in technology

With our support, have the desire to achieve Microsoft accreditation

Job Type: Full-time

Salary: Dependant on experience

Job Location: Kinver DY7

Job Summary

Kinver, DY7 Location
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