Systems Engineer

Systems Engineer

Department: Service Desk | Working hours: 40 per week | Location: Coventry, London, Basildon, Chichester and Inverness.

About the Role:

This is a great opportunity to join an established, collaborative and friendly team of Systems Engineer supporting clients based all over the UK.

As a Systems Engineer, you will provide exceptional standards of support across a variety of products, services and platforms.  You will work with the Lifecycle Coordinator(s) and Service Desk Manager to ensure tickets are worked on in an efficient manner in line wish SLAs.

You will answer phone calls, log tickets and, where possible, provide first-contact resolution.  When you cannot solve an issue within the agreed timescale, you will escalate it following appropriate processes.

Typical responsibilities:

• Answering phone calls from end-users and working to resolve issues, on first contact, where possible.

• Working on tickets assigned to you which may have been logged via telephone, portal, booking systems, email or a chat.

• Being responsible for ensuring calls are answered, within targets and any corresponding tickets are correctly logged, classified, prioritised and progressed towards resolution.

• Being responsible for ensuring information and time entries are accurately recorded in the service management tool and meet our standards.

• Co-ordinating with other teams and third parties, to ensure that service outages, or other activities, are correctly communicated to the business and / or affected users.

• Working with the Service Assurance team to ensure Change Control and Problem Management processes are followed.

• Providing telephone advice and guidance (TAG), to customers. This may include basic training and how-to guidance, for common IT systems.

• Acting as a single point of contact for your tickets. Ensuring you hand over any in-flight tickets at the end of shifts, or for periods of leave.

• Contributing to the Problem Management process when required.

• Developing and maintaining knowledge and skills and keep up to date with new processes, procedures and developments in the IT industry.

• Identifying potential areas for improvement.

• You may, on occasion, be required to work on customer site(s).

What we’re looking for:

You will be a confident, pro-active, self-motivated person, who is experienced working under pressure, in a fast-paced environment. You must be able to follow processes and procedures correctly, with minimal oversight and make recommendations to the adjusting of those processes. You will also be flexible with your working hours to be able to cover specific shifts, holiday cover, or high priority activities, as required.

Ideally, you will have:

• Experience of working for a Managed Services Provider (MSP, or MSSP), or an in house IT support team.

• Knowledge and technical understanding of Microsoft 365 and general business IT systems.

• Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.

• Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management.

• Ability to demonstrate excellent troubleshooting skills.

• Ability to demonstrate strong team working and team leadership skills.