Description
Our client, a leading organisation specialising in education technology, is currently looking for a Customer Service Engineer to join their team based in Hull for an initial 6-8 week contract.
Teams of Customer Service Engineers will act as mobile and school-based resources supporting the delivery of Managed Services. The successful candidate will be working in conjunction with the Operations structure to provide a high quality service to each of the Schools.
The key focus of these roles will be on customer service, great communication, building good relationships with customers, being a part of the school team (as well as representing the company at its best), being flexible, etc.
Due to the nature of the role, candidates are required to currently have enhanced CRB checks in place or be willing to undergo these checks
Key Responsibilities:
- Carrying out routine network management tasks including daily backups, anti-virus checking and other housekeeping tasks
- Respond to incidents logged by the customer
- Management of problems to resolution for any network and equipment failures covering software, hardware and infrastructure problems as defined by the service level agreement. This may include both company and 3rd party PCs and peripherals.
- Carry out hardware fault diagnosis, including the repair of IT systems, down to modular level and occasionally component level
- Ensure that all systems used to carry out work activities are updated on a Real Time basis including the completion of detailed and accurate call notes. Following the communication and escalation steps as outlined in process documentation.
- Know and understand the IT Service Delivery targets for the contract and be proactive in ensuring that these are achieved.
- Work in an advisory capacity alongside the FSC and Ops Team Leader in providing technical solutions to the customer's requirements and setting customer expectations.
Key Skills:
- Experience of maintaining and supporting networks - Windows 7 and 8, email solutions such as Exchange, and Internet/Intranet access.
- Ability to problem solve and think creatively
- Ability to work effectively with personnel from different teams within the company
- Ability to manage workload effectively
- Excellent customer handling and inter-personal skills, including diagnostic questioning, and the ability to deal with difficult conflict situations
- Ability to cope with change and adapt quickly to a new and developing type of service delivery
- The ability to work proactively with good planning and organisation skills
- Good verbal and written communication skills and ability to communicate with all levels of customer base
- Target focused
- Good time management and punctuality
- A flexible approach to out of hours working
- A self-starter
- Familiar with spreadsheet and word processing packages to enable the production of reports and records