Support Engineer

As a Support Engineer you will provide remote, onsite and workshop IT support to GBE Converge's clients. You will always provide excellent customer service to try and resolve all customer incidents raised as well as completing small works and installation projects.

Responsibilities

Always providing excellent and effective customer service; Providing support for incoming service requests, utilising the help desk ticketing system; Taking ownership of support requests, ensuring they are resolved and ensuring customers are communicated to at all times; Contributing to the creation, development and review of procedure and policies within the IT department and maintain current procedures and policies; Escalating incidents to Senior Engineers, where appropriate; Answering incoming telephone calls, tickets and emails and providing first point of contact as well as escalations to all GBE Converge customers; Visiting client sites, where necessary, to resolve issues, often at short notice; Correctly logging and updating tickets with the required information relating to support requests; Managing and maintaining the end point monitoring platform on a daily basis; Logging support tickets for all issues flagged, including 24/7 and daily checks; Notifying management of reoccurring outages; Raising hardware failures as critical P1 priority; Raising outages as critical P1 priority; Ensuring correct ticket information is always maintained; Managing own ticket queue and work schedule in an efficient manner; Assisting on Project work as and when required; Providing coaching on technical skills and processes to other staff; Providing pre-sales support to GBE Converge existing customers; Providing general administration and scheduling tasks for the service desk coordinator; Ensuring accurate timesheets are maintained at all times; Ensuring all paper work relating to finished work is accurately completed and submitted in a timely manner

Requirements

Experience working in an IT support environment covering a number of different technical areas; Sound technical IT skills; English Language (written and verbal) to a GCSE or equivalent level; At least 1 formal IT qualification at entry level or above ie: GCSE ICT, CompTIA, Microsoft certification, BTEC or similar; Comfortable working within a team or on own initiative; Excellent working knowledge of windows server 2003/2008/2012/2016; Excellent working knowledge of windows 7/8/10; Excellent working knowledge of Office 2003/2010/2013/2016/365; Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance

Nice to have

Able to demonstrate good communication skills, written, over the phone, and face to face; Experience in troubleshooting Microsoft environments; Willing to learn new skills in a fast-paced environment; Excellent documentation skills; Exchange server 2003/2007/2010/2013/2016/365 implementation experience; Backup configuration and maintenance experience; Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software; Daily system checks, servers, backups and firewalls

Benefits

Pension; Life Assurance; Cycle to Work Scheme; Employee Shares Schemes; Salary Finance Options; Holiday; Virtual GP; Choices flexible lifestyle benefits platform; MiDeals high street discounts; Save-as-you-earn scheme; Mitie Matching Share Plan; Mitie Stars recognition; Training and development opportunities