Senior Service Delivery Engineer

Location

Gateshead, Tyne and Wear | United Kingdom

Job description

About the role

Currently I am recruiting for a Senior service Delivery Engineer that is helpdesk based role providing telephone, email and remote support for external and internal customers. 

Supporting calls and incidents using a ticket based business management platform (Connectwise) and escalate and assign incidents to Team Leaders or Heads of Department when required.  You will provide all customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines.

Responsibilities:

Answering telephone calls and emails promptly to a professional standard

Fault diagnosis and resolution, providing remote support when required.

Resolve customer queries thoroughly to ensure minimum chance of reoccurrence.

Meeting service level agreements and deadlines

Delivering a high-quality customer experience with excellent communication and customer care

Working effectively as part of the service team, often unsupervised

Provide information required for customer reports.

Lead / support in customer meetings with either the HOD, Team Leader or the Account Manager

Provide customer support documentation (Regularly review and keep up to date)

Regularly review customer infrastructure and suggest improvements.

Develop written work instructions that can be followed by colleagues when required.

Assist and advice other staff to share knowledge and experience in resolving technical issues.

Active participation in continuous improvement activities and any training required for the role.

Provide training sessions to colleagues.

Complete daily timesheets in line with company requirements

Opportunities the support also include:

In alignment with department procedures, ensuring that procedural activities and guidance are followed.

Comply fully with all standards in connection with ISO 9001 and ISO 27001

What we look for in our candidates;

ICT related qualification such as ITIL Foundation,  Advanced skills in Microsoft and/or  CISCO

Advanced level of knowledge of installing operating systems; installation or removal of general software, dealing with virus-infected machines and malware protection software.

Excellent customer service and communication skills

Ability to research a problem and find a solution using on line resources.

Ability to make decisions and prioritise own workload

Ability to demonstrate strong commercial awareness

Desirable Criteria:

Experience of building/installing servers/software

Working knowledge of configuring or troubleshooting network devises such as firewalls, switches and routers

A technical certification in any of the following: VMware, Cisco, Microsoft, Citrix

What we can offer you:

Hybrid/flexible working

Perkbox membership

24 days annual leave plus bank holidays

5% Company pension contribution scheme

Individual training & development plans           

If you are interested in this Senior Service Delivery Engineer role, click 'apply now' and a member of our team will be in touch!

Job tags

Salary

£45k per annum