Job Description

Helpdesk Support Engineer - Liverpool
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


OVERVIEW:

We are a fast-growing cloud infrastructure provider, specialising in cloud infrastructure, connectivity and
telephony solutions. We work with businesses throughout the US, UK and Australia to help improve
their internal system, business continuity, security and save costs.

Our continued success and expansion have driven a requirement for a Helpdesk Support Engineer to join
our Helpdesk Support team. Our Helpdesk Support Engineers provide direct network, desktop and
server technical support in a fast paced, team oriented, 24x7, worldwide environment. We are a young,
dynamic and rapidly growing cloud services provider, working with the latest technologies to bring some
of the most innovative products to our customers across the globe. We already have an experienced and
innovative team and we are looking to add a passionate and committed engineer to work with new and
existing clients.

We offer our team the opportunity to grow personally and professionally, to contribute to
the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.
We are looking for talented, hard-working individuals to join our team. Come grow with us and let us
show you why good things really do come from us.

POSITION SUMMARY:

As a Helpdesk Support Engineer, your responsibility is to analyse and diagnose issues reported by our
clients. You will perform an initial review and investigation of these issues. This includes root cause
analysis, determining areas of interest, and narrowing the focus of the investigation. You will use and
maintain utilities to facilitate and improve investigations. This is a role that requires flexibility and the
ability to work well under pressure. The successful candidate will have the aptitude to grow and shape
the role, as the business grows, and you will have a strong technical background. Great communication
skills are a must along with a real passion for high-levels of customer service.

Working times are 9am - 5.30pm Monday to Friday; however, some flexibility will be required for this
role.

An individual must be able to satisfactorily perform each essential duty listed below. The requirements
listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.

How we compensate your work:
We pay a basic salary of £24,000 - £26,000 (dependent on expertise) along with compensation for any
work related travel expenses.

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 i