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Technical Support Engineer

  • Location: Nottinghamshire
  • Salary: Up to £28000.00 per annum + 20% Shift Bonus
  • Job type: Permanent
  • Sector: IT & Information Security


Technical Support Engineer (24x7 Team 20% Shift Bonus)

I am working with a industry leading telecommunications organisation based in the Ruddington area. They are in the market for an ambitious Technical Support Engineer to join a very successful 24x7 team delivering 1st and 2nd line support to both customers and resellers for their voice and data products. Working alongside the development team you will also be assisting with 3rd line support when required.

Technical Support Engineer Responsibilities

  • Once a support case has been established, through the helpdesk, a ticket will be assigned to a Technical Support Engineer with agreed timescales for communication and resolution;
  • During the life cycle of the case the engineer will ensure all SLA's are met through timely resolution and effective communication;
  • Use the CRM system to maintain real time accurate reporting of support cases;
  • Escalate the more challenging cases to support management;
  • Highlight areas of risk as soon as they are apparent;
  • Detail problem reproduction on support test labs;
  • Work with the team to ensure daily case load is well managed;
  • Communicate effectively with Helpdesk Analysts to ensure they can successfully communicate with the customer;
  • When required respond to incoming support calls and route as needed to assigned support engineers and/or create new cases during the initial customer conversation;
  • Triage 3rd line faults with development and see them through to resolution;
  • Onsite attendance to resolve the issue when required;
  • To work with the team to cover 24/7 rota (if contractually required);
  • Any ad-hoc duties as are reasonably requested by the business.



Technical Support Engineer Skills & Experience

  • Excellent Customer Service Skills
  • Work in a fast pace environment
  • IT knowledge and Background
  • Time Management / Prioritisation
  • Problem Solving
  • SLA 80% Case Closure
  • 100% number of active cases daily updates
  • 2 Knowledge articles per month



Technical Support Engineer Package

  • £28,000
  • 23 Days Holiday + Bank Holidays
  • Free Parking
  • Training
  • 20% Shift Bonus
  • Excellent Working Environment



Technical Support Engineer How to Apply

If this sounds like an opportunity for you, do not hesitate to submit your CV. Due to the excitement of this opportunity there will be a lot of applications and we hope you can understand we are unable to contact every applicant so if you have not heard from us within 14 days please take this as you have been unsuccessful.

Technical Support Engineer

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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