Senior Technical Services Engineer

Location

Chichester, West Sussex | United Kingdom

Job description

Senior Technical Services Engineer

Our client is looking for an experienced, pro-active, and confident Technical Service Engineer to join their team.

The Senior Technical Services Engineer role is critical to ensure high levels of investigative and analytical support to clients. You will be responsible for resolving technically challenging cases, investigating problems escalated from the Service Desk and Technical Services teams.

You will be involved in large scale projects, problem management, and development and implementation of long-term solutions. You will provide coaching and mentoring of other Engineers and deputise for the Senior Technical Services Manager.

A typical day involves:

• Work on service tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Work on project tickets assigned to you. These will come from the PMO team and require focus, planning and research.
• Collaborate with specialist teams out-with the TFS structure to progress and resolve cases where their expertise is required.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets their standards.

Their ideal candidate will be a confident, pro-active, self-motivated person, who is experienced working under pressure, in a fast-paced environment.

• Ideally you will have 8 years’ experience working for a Managed Services Provider (MSP, or MSSP), or an in-house IT support team.
• Knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Specialised knowledge/certification in more than one field of IT systems e.g. networking, server infrastructure, Azure, web services.
• Experience of leading problem management, service change or implementation, or project delivery.
• Experience using ConnectWise, or another ITSM tool, e.g.
• ServiceNow, Remedy, or Autotask in a service and project capacity.
• Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident.
• Management, Service Request Fulfilment and Change Management.
• Experience working within PRINCE2 projects.
• Ability to demonstrate strong dispute resolution skills, working in high-pressure environments and ability to identify alternative solutions.
• Ability to demonstrate excellent troubleshooting skills.
• Ability to demonstrate strong team working and team leadership skills.

About Our Client

Their company foundation is built on Inclusivity, Dignity and Respect. These three core values support their vision and shape their culture. At our client, they celebrate what makes them unique: their people.

They believe in fostering a diverse work environment that seeks and embraces thoughts and ideas from all different backgrounds.

Who are they looking for?

Robots need not apply. When it comes to everything they do, they put people first. For their employees, this means that decisions are always made with individuals in mind.

Their people are important to them. They couldn’t do what they do without them; they are the ones who just make things happen.

Learning & growth

Your career development is important. Join an organisation that prioritises innovation, learning, and culture.

Our client wants their employees to have fulfilling careers and they commit to their employees by offering competitive benefits, compensation, and development opportunities.

They encourage their employees to find their passions and grow into them.

They support all their staff with frequent and unique opportunities for training and education. There is an endless supply of resources for you to train and expand your knowledge.

In addition to a competitive salary and their commitment to your learning and development, they offer a range of perks and benefits which include:

• Your birthday off
• Contractual sick pay
• Enhanced maternity, adoption and partner leave / pay
• Charity day
• Enhanced employer pension contributions
• Flexibility to work remotely (post-probation)
• 30 days holiday (plus 3 fixed bank holidays)
• Private Health Insurance (Vitality)
• Salary sacrifice options including Electric Vehicles, Bikes and Equipment, and Technology and Ikea products
• Access to a range of discount and loyalty schemes
• Discount gym membership

Job tags

Salary