Description
1st Line, 2nd Line Engineer, EUC Support, Service Desk
Remote working within West Midlands Region
2-3 month contract
An IT Managed Service provider has a requirement for an experienced 1st/2nd Line Engineer for their onsite customer support team. The role will be based remotely, within the West Midlands region in case of need to visit the client site.
The role will focus on provision of end-user support to the client around Office 365, Exchange, Windows 10, laptops/hardware and mobile devices. The Engineer will take ownership of tickets through to completion, ensuring they are managed within contracted SLA's.
Responsibilities will include:
- Manage and own incoming incidents within timely and professional manner; manage incident queue and troubleshoot within SLAs.
- Work closely with the Desktop, Wintel, UC, and Network Engineers. Promptly escalate incidents to 3rd line resolution teams, or 3rd party suppliers as required.
- Provide rapid diagnosis of client applications primarily focused on Outlook and other Office 365 services and associated clients.
We are looking for a strong communicator with excellent customer service skills. Experience working within an ITIL environment is also required.
Please apply with CV for further details. Initial interviews will take place over telephone/Skype.