Support Engineer (Helpdesk)
Job Description
The ideal candidate will be responsible for troubleshooting customer Technical queries and offer first-line technical support. You will support our customer's business by acting as a liaison between the customer and internal teams, as well as applying your knowledge and skills to identify a timely fix. An ability to work methodically and timely with complex business systems would make you an ideal candidate.
Responsibilities
- Ensure support calls, emails and portal cases are answered within KPI timeframes, triaged, diagnosed and where possible resolved.
- Escalate support issues accordingly to ensure a satisfactory outcome.
- Log and update records on the company CRM system.
- Provide support using remote access systems following security protocol to establish exact problems and enact fixes.
- Carry out reasonable requests in-line with the job role.
Skills
- Competent and existing knowledge of VMware, Hyper-V, O365, Veeam, Citrix / RDS, AD, Windows, etc. Plus anti-virus/malware such as WatchGuard and Sophos Security.
- Strong communication skills.
- Ability to work independently and in a team.
Reporting to: Head of Customer Services
Application deadline: 01/04/2021
Job Types: Full-time, Permanent
