Job title: Support Engineer
Based from: Gloucester
Reports to: Operations Manager
The Role
As a Support Engineer you will provide remote, onsite and workshop IT support to GBE Converge's clients. You will always provide excellent customer service to try and resolve all customer incidents raised as well as completing small works and installation projects.
Duties and Responsibilities
Always providing excellent and effective customer service
Providing support for incoming service requests, utilising the help desk ticketing system
Taking ownership of support requests, ensuring they are resolved and ensuring customers are communicated to at all times
Contributing to the creation, development and review of procedure and policies within the IT department and maintain current procedures and policies
Escalating incidents to Senior Engineers, where appropriate
Answering incoming telephone calls, tickets and emails and providing first point of contact as well as escalations to all GBE Converge customers
Visiting client sites, where necessary, to resolve issues, often at short notice
Correctly logging and updating tickets with the required information relating to support requests
Managing and maintaining the end point monitoring platform on a daily basis
Logging support tickets for all issues flagged, including 24/7 and daily checks
Notifying management of reoccurring outages
Raising hardware failures as critical P1 priority
Raising outages as critical P1 priority
Ensuring correct ticket information is always maintained
Managing own ticket queue and work schedule in an efficient manner
Assisting on Project work as and when required
Providing coaching on technical skills and processes to other staff
Providing pre-sales support to GBE Converge existing customers
Providing general administration and scheduling tasks for the service desk coordinator
Ensuring accurate timesheets are maintained at all times
Ensuring all paper work relating to finished work is accurately completed and submitted in a timely manner
No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual's remit and capability, and consistent with the status and responsibilities of the role within the business.
Person Specification
Essential
Experience working in an IT support environment covering a number of different technical areas
Sound technical IT skills
English Language (written and verbal) to a GCSE or equivalent level
At least 1 formal IT qualification at entry level or above ie: GCSE ICT, CompTIA, Microsoft certification, BTEC or similar
Comfortable working within a team or on own initiative
Excellent working knowledge of windows server 2003/2008/2012/2016
Excellent working knowledge of windows 7/8/10
Excellent working knowledge of Office 2003/2010/2013/2016/365
Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance
Desirable
Able to demonstrate good communication skills, written, over the phone, and face to face
Experience in troubleshooting Microsoft environments
Willing to learn new skills in a fast-paced environment
Excellent documentation skills
Exchange server 2003/2007/2010/2013/2016/365 implementation experience
Backup configuration and maintenance experience
Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
Daily system checks, servers, backups and firewalls
We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
Working Conditions
The typical working environment will be an office location at our offices in Gloucester. The job requires that the engineer can lift and move typical IT equipment (PC's and Laptops) from floor to desk regularly. Long periods of working in front of a VDU with regular breaks is common. Occasionally you may be required to travel long journeys to complete customer support or training and may at times be required to stay overnight.
Engineers are expected to be available for an on-call rota to support customers with out of hours' support contracts as defined by the Technology Service Delivery Manager. The role requires that you will be available to work evenings, weekends, and bank holidays on request.
Group Compliance
As part of the companies compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality, ISO14001 for Environmental and ISO27001 for Information Technology, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:
Compliance to all legislative and British Standard requirements
Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required
Maximise customer satisfaction with the services provided by GBE Converge
Working to reduce, renew and recycle any waste on and off our sites including our offices
Protect the environment and ensure use of toxic materials is avoided where possible
Work to best safe practice and ensure actions do not cause harm unto themselves or others
Employees will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others
Ensure all minimum training requirement are met in compliance with the relevant ISO standards
Ensure that any Information Technology ‘incidents' are effectively reported and resolved in a timely fashion (internally or externally)
Maintain clear desk and screen at all times
Compliance to ensure no deliberate breaches in security information and/ or systems
