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SC TSTS AssociateTechnical Service Engineer

  • Salary: Negotiable
  • Job type: Contract
  • Location: Wakefield, West Yorkshire
  • Sector: IT
  • Date posted: 01/10/2018
  • Job reference: BBBH89370

SC TSTS Associate Technical Service Engineer - Wakefield - 6 months

SC TSTS Associate Technical Service Engineer required to join a multinational information technology client based in Wakefield on a 6-month contract.

The Role
As part of this role, you will perform routine activities and take on non-routine activities while meeting Service Level Agreements and customer expectations. You will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

Key Accountabilities

  • Ability to support routine technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs) and able to support less experienced team members
  • Develop an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
  • Document actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
  • Take ownership for listening to and understanding customer problems asking relevant questions to resolve typically known problems within required timescales.
  • Know when problems need to be further escalated to ensure satisfactory resolution.
  • Escalate issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements.
  • Monitor performance through statistical reporting and analysis.
  • Be a key team member, taking on escalations and supporting less experienced people in the team.

Key Performance Indicators

  • Feedback from customers, colleagues and team managers.
  • Technical Assessments.
  • Evidence of sharing and re-use of knowledge.
  • Correct management of processes followed to deliver the service.
  • Percentage of customer problems resolved within required timescales.
  • Meeting service level requirements.
  • Understanding or experience of RES Wisdom.

Required Skills

  • Previous experience of remote support of end user devices.
  • Knowledge\Understanding of Active directory, DHCP & DNS.
  • PowerShell Scripting Knowledge\Understanding.
  • MS Office Skills.
  • Citrix.
  • Must have an understanding of supporting windows desktop environment.
  • Good problem solving skills.
  • ServiceNow.

Suitable candidates must be willing and eligible to undergo clearance checks.

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