Customer Service and IT Support Engineer

Kinver, Stourbridge
16 Sep 2017
14 Oct 2017
Job Sector
Contract Type
Full Time

Customer Service and IT Support Engineer

The Company is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.

As a member of the Customer Helpdesk and Support Team, the primary function is to provide remote IT support for our customers from our office in Kinver.


The role of Customer Service and IT Support Engineer:

Key areas of focus:

  • Ensuring that all assigned support requests are responded to and resolved within SLA and customer expectation
  • Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers
  • Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member
  • Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution
  • Phone based and hands-on technical/desktop support and general troubleshooting
  • Liaising with 3rd party companies as required
  • Producing and maintaining support and customer documentation
  • Driving resolutions where necessary
  • Ensuring customer requirements are met, root cause issues are investigated and resolved


The ideal Customer Service and IT Support Engineer:

Having knowledge in the following areas:

  • PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications
  • Windows Server and Active Directory administration
  • Broad understanding of IT Infrastructure, including networks and email systems

Additional experience in any of the below would be beneficial:

  • Minimum 1 years previous technical support experience
  • Knowledge of Office 365, and other Cloud-based IT solutions
  • Continuous Improvement

Personal Qualities:

Candidates should

  • Have a professional and can-do attitude with colleagues and customers
  • Possess excellent communications skills
  • Be able to work independently and as part of a team
  • Be able to work under pressure
  • Demonstrate a methodical and structured approach to work
  • Have a commitment to quality, and actively seek improvements to work methods and processes
  • Have the ability to deal with ambiguity
  • Have the confidence to deal with people at all levels
  • Have the ability to travel when required
  • Be self-motivated
  • Have an interest in technology
  • With our support, have the desire to achieve Microsoft and Cisco accreditation


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