Job Description

Helpdesk Support Engineer

Employment Type: Full Time
Temp to perm
Pay rate: £12.30 - £13.33
Working times are 9am - 5.30pm Monday to Friday; however, some flexibility will be required for this
role.

Must have a minimum of 2 years' experience

RESPONSIBILITIES:

" Provide remote support for IT systems and networks, including system upgrades and hardware
configuration
" Respond to customer questions concerning our Products and Services
" Apply proactive problem management and anticipate potential incidents
" Take ownership of customer issues from acknowledgement through to resolution, facilitating
" investigation and problem solving to ensure that issues are progressed and resolved in defined time frames
" Escalate incidents outside the scope of team competencies to the Platform Support team to external service providers and follow-up to ensure resolution.
" Undertaking validation on resolutions to ensure that issues have actually been resolved
" Provide customers with updates on the status of issues
" Collate errors and resolutions relating to our products and update troubleshooting documentation
" Identify functional and technical troubleshooting scenarios, error messages incidents related to IT
" Answers products, and create and implement corresponding knowledge solutions
" Document service recovery and workaround solutions
" Customer Service design and implementation. Implementing processes and troubleshooting for products
" Develop, source, disseminate and leverage customer support service solution knowledge
" Deliver functional and support training to internal staff and customers
" Ensure that the support environment is properly configured and data updated prior to roll-out of new or adapted services
" Deliver internal and customer training
" Provide onsite support during customer implementations