Job Title
IT Support Engineer
Reporting Manager: Service Delivery Manager
Responsible For
Providing quality remote support to customers and colleagues, working as part of the remote support team. When required you will need to visit customer sites, either for Ad-hoc work or to provide cover for staff performing regular customer visits.
Place of Work
Based at our office when not working at customer sites.
Job Summary
As a 2nd line engineer, you will provide high quality remote IT support and system management to customers. A broad range of technical skills, along with excellent verbal and written communications skills, are required to ensure customers and colleagues remain informed, customer expectations are managed and/or met and technical solutions are implemented and documented correctly.
Your primary role will be to work as part of our office-based support team, working from our service desk and providing remote support for all customers. You will also be required to visit customers’ sites, performing support and installations. Customer site visits may be for ad-hoc/project work or to cover colleagues in delivering regular scheduled visits for ½ day periods.
You are expected to manage your time effectively, ensuring that support tickets and service desk queues are managed efficiently and within Service Level Agreements. Working with due care and attention to client documentation, defined business processes and customer expectations.
You will help ensure that all support requests are logged, managed, and resolved by showing understanding of the customer impact and keeping them informed. You will engage with colleagues or escalate issues, where necessary, to ensure resolutions are suitable and timely.
As a member of the Technical Team, you are expected to build up and maintain a good level of knowledge across our services and customer systems. You will demonstrate this when dealing with support and consultancy work.
You are part of a team dedicated to supporting our customers, you are expected to engage in team discussions, input into the development of ideas and assist in identifying and improving internal processes and documentation.
Roles and Responsibilities
• To provide quality, timely and knowledgeable IT support and consultancy to customers. Installing, managing, and supporting networks, hardware, and software.
• To take ownership of assigned tickets, ensure they are monitored, re-assigned, or actioned to help meet SLAs.
• To help identify necessary maintenance for customers and support putting processes in place.
• To ensure all work is accurately recorded through the Service Desk following defined procedures. Page 2 of 4
• To ensure customers remain well informed with timely, relevant, and concise feedback.
• To prioritise your workload, managing business and customer expectations.
• To maintain a working, up to date knowledge of systems such as, MS 365, Google Workspace, Mobile and Windows server/desktop operating systems.
• To maintain a good working understanding and use of support tools, such as, the PSA/Service Desk & RMM.
• To assist in the design, development, and documentation of Cygnet’s technical services.
• Create and maintain customer documentation and internal procedure guides/Knowledge base articles.
• Must be able to withstand continuous pressure, especially at busy times.
• Must have the ability to work unsupervised and to manage time and workload effectively, ensuring tasks are completed in a timely and efficient manner.
• To work closely with colleagues providing backup and support, where needed and when requested.
• Provide cover for duties currently undertaken by other members of the team.
• To attend regular meetings with your team and reporting manager.
• To help create a friendly support team that is respected and trusted by customers.
• To be pro-active in suggesting new opportunities and developments for the business.
• To promote Cygnet’s service portfolio to current and potential customers and ensure new business opportunities are communicated to senior managers.
• Procedures for best practice and security must be maintained and adhered to, as given by the reporting manager.
• To ensure all activities are undertaken in compliance with HR, Health and Safety, equal opportunities and any other policies and procedures that are provided.
• To undertake such other duties as may reasonably be required by your reporting manager.
Academic Qualifications
Minimum A-Levels, will consider industry specific qualifications backed by experience.
Other Qualifications
Must have a car and valid driving licence to travel to and from customer sites (local travel).
Position is subject to Enhanced DBS check.
Experience
Minimum of 3 years 2nd line support experience in an MSP or service desk environment (Managing support tickets with SLA’s for customers)
Technical
• IP Networking (IP, Switching, WiFi, DNS, DHCP)
• Understanding of basic routing and firewalling
• Managing backup platforms
• Windows Server and Workstation administration (Hyper V, AD, GPO’s, etc.)
• Microsoft 365, Azure & Intune
• Google Workspace and Chrome OS
• Basic scripting (GAM, Powershell)
• Autotask and Datto RMM (preferred)
Personal Qualities
• Approachable, ability to communicate at all levels.
• Be a team player, high levels of commitment.
• Must be able to gain respect and trust.
• Self-motivated, with time management skills.
• Good analytical and problem-solving skills.
• Must be able to travel, if required.
Salary Band
For guidance the salary band for the position is 30k-35k
To apply, email recruitment@cygnet.it
