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Job Descrption

Technical Support Engineer Technical Support Engineer / IT Support Engineer. A London based IT solutions provider need a Technical Support Engineer / IT Support Engineer. Working as a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architects to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. The Technical Support Engineer / IT Support Engineer will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day). Technical Support Engineer / IT Support Engineer Responsibilities: Respond to user software or hardware queries via email and telephone. Support users through the required steps to resolve the issue. Escalate to the relevant team if the issue cannot be resolved. Update the ticketing system, ensuring all notes has been logged with the required actions. Willingness to... help, support and offer excellent service to customers and colleagues. What the Technical Support Engineer / IT Support Engineer will need: GCSES grades from A - C or 9 - 5. Educated to College level (A-Levels or BTEC) in IT or equivalent. Experience working within the IT industry, preferably within an MSP environment. Experience using a service desk ticketing system to raise and manage service desk tickets. Experience using remote management software to support end-users. Experience supporting & administering Microsoft 365 via the 365 Admin Centre. Experience supporting IT infrastructures including LAN & wireless networking. Experience supporting desktops and servers across Windows & Mac OS. Experience supporting peripherals such as printers & mobile phones. Technial Support Analyst expectations: Confident & professional telephone manner with excellent written and verbal communication skills. Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking. Astute problem-solving skills with the ability to analyse data to reach conclusions. Exceptional customer service skills including experience of dealing with diverse customer groups. Ability to use online research tools and internal documentation to find resolutions. Ability to remain calm under pressure during challenging times. Ability to develop and maintain strong customer relationships. Technical Support Analyst benefits: Salary range £35-50k Internal career development and training plans for all team members via the Training Academy. 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25. Your birthday as a holiday each year on top of your holiday allowance. Relaxed, modern working environment where we value pushing our analysts forward. Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema. Access to a healthcare portal including health checks and a 24/7, 365-day councillor. Team challenges and prizes including employee of the month. Workwear included to represent yourself and the brand. Top-of-the-range computer equipment. Regular company social activities. Contributory pension scheme. Licence/Certification: Full UK driver's license with access to own vehicle (required). Proactive People is an employment agency and employment business

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