Support Engineer 1st Line, Service Delivery, Incident Management, Proactive Maintenance, Change Implementation, Process Improvements.Marylebone, LondonThe Support Engineer provides support to Managed Service customers. Our Managed Service customers includes establishments at all levels of education from Primary and Secondary schools through to Colleges and Learning Centres. This role covers a broad range of technologies including all on-premise, cloud wireless networking solutions and all technologies required to deliver teaching and learning.Support Engineers need a strong customer focus, with a proactive approach to service delivery. The role's focus is to ensure that all support incidents are managed and progressed to resolution. This is to be done whilst ensuring customers are regularly updated of progress and that incidents are resolved in line with their service level agreement deadlines. Role Responsibilities:· Management of single and multi-server networks installed at various customer sites throughout the UK.· Respond to incidents logged by the customer.· Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the service level agreement. This will include computers, servers, peripherals and Cloud based applications.· Ensure that all systems, change request forms, service call etc., used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes.· Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved; proactive maintenance and change implementation objectives are met.· Proactively investigate elements of the network that are not covered by automated proactive monitoring.· Carry out actions as a result of tactical and strategic change requests made by the customer. Essential Criteria:· Strong diagnostic skills· Customer focused - to deliver an excellence service at all times. · Broad technical knowledge - experience and technical understanding of on-premise, cloud and wireless technologies.· Team working - working effectively with team members to achieve collective objectives.· Planning and organising - efficient use of time and systems to achieve service level agreements and within customer expectations.· Influencing and communication - to understand the customer requirements and to set correct expectations. The ability to actively listen and communicate clearly both verbally and in writing is essential.· Tenacity and self-motivation - the ability to work well under pressure and complete issues from start through to completion. Takes ownership of personal technical development. Benefits· 25 Days Annual Leave (option to buy an extra 5 days)· Performance Related Bonus Scheme· Group Personal Pension· Private Medical Healthcare· Income Protection· Life AssuranceAll vacancies are advertised as equally available to all working patterns and are not restricted to full time working unless there is a strong business justification.Salaries are given on a full time basis, and will be adjusted for those working less than full time.