About the role
Support Engineer – Remote – Full Time Position
Job Description
As a support engineer you will be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within SI ICT is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical.
A support engineer is expected to expand their skillset through ongoing learning resulting in the taking and passing of relevant technical examinations
Responsibility
- Answer overflow calls ensuring that support tickets are raised and categorised appropriately.
- Provide a re-assuring, polite and friendly point-of-contact for our customers.
- Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
- Proactive and complete time and ticket update entry within the support desk ticketing system
- Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
- Ensure customer documentation and process guides are regularly updated as required
- Capability to follow change control procedures at all times
- Change request management through the full life cycle
- Provide expert technical assistance to our client base
- Provide expert technical assistance and mentoring to the Service Desk team
- Ensure constant ongoing understanding of Cloud technologies and associated platforms
- Invest time into taking and passing technical examinations as agreed with your line manager
- Deliver exemplary customer service
- Collaborate with suppliers to resolve issues
- Provide out-of-hours technical support as required
- Delivery of remote project and implementation tasks
- Technical assistance for new customer acquisitions
- Support the new customer journey
- Critical incident management and root cause analysis
- Internal process development, deployment, and training
- Knowledge transfer and development of team colleagues
- Identify opportunities for improvement within customer environments
- Ensure the wider Service Desk team are updated on new and retiring (deprecated) technologies
- Attendance at customer sites to provide on-site technical support may be required
- Meet assigned individual key-performance-indicators (KPI’s)
- Ensure that personal time management is of the highest priority and that punctuality is a key focus
Qualifications
- A strong work ethic
- An unwavering dedication to delivering service excellence
- The ability to create and maintain exceptional working relationships
- Creative thinking and problem solving
- High levels of organisation.
We’re also looking for Support Engineer’s with the following:
- Excellent customer-facing and service skills
- Ability to connect with customers and build rapport
- Excellent written and verbal communication
- Self-motivation
- Organised and punctual
- Creative problem-solving
- Capability to work effectively within a team, along with mentoring of juniors
- Extreme attention to detail
- Willingness to learn
- Experience as a 2nd or 3rd line IT support/service desk role required
- Certified in Microsoft, Google and/or AWS is advantageous
Working with SI ICT
SI ICT is a fast growing IT and Digital Consultancy company that provides solutions across multiple sectors. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.
Interested in joining us? Simply email your CV and covering letter to jobs@si-ict.com