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Customer Support Engineer - PVG Certification - Desktop Support

  • Salary: £150 - £151 per day
  • Job type: Contract
  • Location: Aberdeen
  • Sector: IT
  • Date posted: 12/06/2017
  • Job reference: J364712A

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Customer Support Engineer - PVG - Technical PC Support - Project Work - 2nd Line - Customer Facing - Customer Service - Desktop - Software and Hardware

Our Client, a leading supplier of software, services and systems to the UK education sector, is seeking a Customer Support Engineer with a PVG certification to join their team in Aberdeen.

Reporting to the Operations Manager, the Support Engineer is a member of a 2nd Line Support Team which aims to provide an excellent IT Service. This is a customer facing role, dealing directly with end users, and tasked with meeting SLA's on all calls. The Support Engineer will be expected to diagnose and resolve a wide range of Desktop software and hardware issues, as well as assisting with the provisioning of new hardware, moves, changes and a variety of Project work.

Strong technical, hands-on experience of PC hardware and software support is essential along with the ability to update and document issues using helpdesk software. Applicants should also have knowledge of printers, networking and telephony. It is paramount that the post holder has excellent customer facing skills and deals with customers with a courteous and positive approach.

Applicants must have experience in a 2nd Line Support Team

Key Responsibilities:

  • Provide excellent customer service
  • Troubleshoot and resolve calls
  • Maintain ownership of Incidents, ensuring regular updates are provided to the customer and resolution according to SLA's
  • Escalate calls to 3rd Line Support or Technical Authority

Essential Skills:

  • Proven track record using and supporting Windows 7/10
  • Windows Server 2003/2008/2012
  • Active Directory
  • Group Policy
  • Printer and peripheral repair and maintenance
  • Experience of Laptop/Desktop builds - via tools such as SCCM or MDT Lite Touch would be beneficial

Experience in some or all of the following is desirable:

  • VMWare VDi
  • PC/Laptop hardware repair
  • VoIP/Networking/Switching/Patching
  • Apple Mac support
  • Exchange 2007 / 2010 / 2013
  • Office 2010 / 2013 / 365

This role requires candidates to hold a valid PVG check and be able to provide an up to date copy at interview.

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