Our client is a successful Hertfordshire-based managed service provider (MSP) whose reputation for delivering excellent customer service demands they now hire an additional, Technical Support Engineer specifically to take responsibility for their back office systems (e.g. helpdesk software (Autotask), Remote management tool (N-Able), cloud backups etc.

September start planned.

Operating within a flat management structure, the successful 2nd Liner will provide the following responsibilities and duties:

– Deliver excellent service, exceeding the customer expectations wherever possible
– Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA
– Keeping Customers informed on at all time on status and progress
– Participate in the process defined Incident, Change and Problem Management
– Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction
– Deliver and maintain vendor management on behalf of the customer
– Business process awareness
– Drive the customer experience by executing the defined service desk process
– Perform Operational Checks on customer estates to ensure availability & Performance for core daytime operations

Preferred qualifications and Skills:

– Industry recognised qualification(s) ideal – MCP, MCSA, MCDT, MCSE, CCNA, CCNE, ETC.
– Excellent oral and written communication skills with the ability to communicate effectively at all levels
– Clear and Polite telephone manner
– Ability to take ownership of and progress tickets to resolution
– Good Technical Aptitude
– Excellent social skills with the ability to establish and maintain good/ productive relationships
– Ability to display a logical and methodical approach to problem solving
– A passion for providing exceptional customer service even during period of stress and pressure.
– Experience of working in a team
– Passionate, professional, with a ‘can-do’ attitude at all times
– Experience as a support analyst within a similar role.