NRG Resourcing Ltd
Location
Gateshead, Tyne and Wear | United Kingdom
Job description
We are delighted announce that we are collaborating with a well-established MSP situated in the North East to recruit a Service Engineer . This is an incredibly exciting opportunity to join our client during a period filled with exciting and ongoing projects.
Detecting and resolving faults, delivering remote support, ensuring regular updates on tickets, and promptly responding to emails, all while maintaining a high-quality customer experience through effective communication and customer care.
Adhering to service level agreements and meeting deadlines.
Collaborating efficiently as part of the service team, often working independently.
Escalating incidents to Senior Engineers when necessary.
Assisting in customer meetings alongside the Head of Department, Team Leader, or Account Manager.
Creating customer support documentation.
Recording daily timesheets in accordance with company policies.
Traveling to customer sites as needed.
Maintaining a flexible approach to shift work.
Adhering to departmental procedures and ensuring the proper execution of procedural activities and guidance.
Fully complying with all standards related to ISO 9001 and ISO 27001.
Proficient knowledge and hands-on experience with Windows, Virtualization, Servers, Storage, Networking, Internet, and Security.
Possession of an ICT-related qualification, such as ITIL Foundation, intermediate Microsoft or CISCO qualification (e.g., in progress or attained certifications like CCNA, Microsoft Teams Administrator Associate, Azure Administrator Associate, VMWare).
Exceptional customer service and communication skills.
Minimum of 2 years of experience in 2nd line helpdesk support, including troubleshooting and problem resolution.
Decent level of expertise in computer hardware assembly and repair.
Intermediate proficiency in installing operating systems, managing general software, addressing virus-infected machines, and implementing malware protection software.
K nowledge of virtualization technologies (VMWare, HyperV ).
Familiarity with terminal server environments, preferably RDS.
Understanding of Microsoft Exchange.
Capability to investigate issue and seek resolutions u tilisi ng online resources.
Capability to make informed decisions and manage individual workload.
2 years’ experience or more is desirable in 2nd line helpdesk support including troubleshooting and issue resolution.
For more information or to apply, click Apply Now and a member of our team will be in touch.
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