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Client Support Engineer

Client Support Engineer - Manchester / Catterick

Salary - £27k - £31k + Pension + Life Ins + Health care + Bike to work Scheme + Regular Social Events

Shift Pattern: 12-hour shift, working 4 nights on, 4 nights off.

(Will include weekends)

The Client

Our client is a highly successful IT solution provider Head Quartered in the North East supporting businesses across the UK.

With 7 offices and 100+ staff they offer clients a genuine 24/7 support service through their own internal service desk, implementation team, software developers and cabling engineers.

The Role

Reporting to the Service Desk Team Leader, as the IT Client Support Engineer you will be the initial port of call for providing technical support to end-users who need assistance with their computer hardware or software.

This could involve fixing a technical fault, answering a query, fulfilling a service request - anything that is needed to allow the user to return to work satisfactorily.

You will also assist with user rights, passwords, user accounts and basic level security administration.

Youll be committed to delivering excellent customer service.

Your strong communication skills will help you to diagnose the users issue and to explain technical issues clearly to the user.

Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

Your duties will include:

Follow guidelines and applies basic product knowledge to resolve user network and system issues

Escalate unresolved incidents to 2nd line

Identify and classify incident types and service interruptions to build the knowledge system

Record incidents cataloguing them by symptoms and resolutions.

Ensure service delivery in accordance with established service level agreements (SLAs)

Act under guidance to record and track reliability data against the SLA

Confidently present messages in a clear and precise manne