Helpdesk Engineer
Whitstable
Up to £28k
VR/02915R

Duties:
· Provide second-level support to all customers
· Manage escalated issues and collaborate with other internal departments and third parties to expedite resolution
· Ensuring all faults are progressed and completed within SLA - escalating to other internal and external teams as appropriate
· Respond promptly to customer support issues while keeping detailed case notes
· Provide excellent and accurate documentation and technical information for sales and service delivery teams
· Deliver technical projects working with the service delivery team to ensure that customer expectations and milestones are delivered
· Work to identify new opportunities which are of technical and operational benefit to customers, and highlight these to the Service Delivery Managers
· Attend client sites to undertake technical work, new installations, fixes, as required
· Help develop and maintain customer-facing and internal help articles
· Identify and escalate repeat issues or service risks into service management teams
· Sharing knowledge with team colleagues, providing training and mentoring to other engineer in technologies to which you excel

Skills, experience and knowledge
· Strong technical knowledge and experience of the Microsoft product stack
· Experience working with Apple MACs
· Experience delivery cloud-based technologies
· Sound understanding and working knowledge of networking services
· Experience in delivering technical support within a manages service environment
· Must be able to demonstrate a customer first approach to support
· Able to liaise and communicate confidently and professionally with customer representatives at all levels
· Natural aptitude for troubleshooting and problem solving
· Have solid experience in a helpdesk or technical support environment
· Highly organised and able to work on own initiative to complete the range of tasks required
· Flexible and willing to work outside core business hours as required