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Customer Support Engineer (1st Line)

  • Salary: £100 - £125 per day
  • Job type: Contract
  • Location: Gloucestershire
  • Sector: IT
  • Date posted: 21/10/2016
  • Job reference: J355057A

Our client, a leading provider of IT services to the Education Sector has an exciting opportunity for a Customer Support Technician to join their team based in Gloucester on an initial 3 month contract.

Due to the role being onsite in schools, candidates are required to have current DBS/CRB Clearance.

Role details:

The successful candidate will provide a tailored mix of helpdesk, technical specialists, account management, school based technicians and technical operations managers. You will be Reporting to the Technical Operations Manager, the IT Customer Support Technician will be part of a core team delivering an ICT Managed Service (MS Windows Server 2008,12 / 7/8, AD, Group policies, DNS, DHCP, VMware, Citrix, wireless, network switches etc.)

You'll be predominately based at one school site, working alongside and learning from a more experienced engineer as you respond to incidents and issues logged by the customer. If you are passionate about ICT, enjoy solving problems, have strong communication skills and thrive on working in a busy and target-oriented environment, this is a great opportunity for you.

Role responsibilities:

Carrying out routine network management tasks including daily backups, anti-virus checking and other housekeeping tasks
Respond to incidents logged by the customer
Management of problems to resolution for any network and equipment failures covering software, hardware and infrastructure problems as defined by the service level agreement. This may include both the clients and 3rd party PCs and peripherals.
Carry out hardware fault diagnosis, including the repair of IT systems, down to modular level and occasionally component level
Customer Focus

Understands and adheres to customer care guidelines.
Demonstrates core values and behaviours.
Acts as a single point of contact for internal / external queries in their area
Deals with / acts upon escalations for their area.
Role models the Company Customer Care Values and Behaviours and Communication Standards.
Keeps customer informed of resolution progress in agreed timescales by appropriate media e.g. email, phone, service call notes, etc.
Knowledge, Skills & Experience

Experience of maintaining and supporting Microsoft networks - Windows 7,8 and 10, email solutions.
Experience of maintaining and supporting Apple products - iPads, OSX
Ability to problem solve and think creatively
Ability to work effectively with personnel from different teams within the company
Ability to manage workload effectively
Good customer handling and inter-personal skills, including diagnostic questioning, and the ability to deal with difficult conflict situations
Ability to cope with change and adapt quickly to a new and developing type of service delivery
Good verbal and written communication skills and ability to communicate with all levels of customer base
Target focused
Good time management and punctuality
A flexible approach to out of hours working
Familiar with spreadsheet and word processing packages to enable the production of reports and records

Interested candidates should submit their CVs to Sophie Garty / 0161 924 3651 / sophie . garty @ experis . co . uk in the first instance.

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