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An exciting opportunity for a Senior Support Engineer to join our established Barnwood-based client on a full-time permanent basis. This is a great opportunity to join an expanding company that really invest in their employees.

As a Senior Support Engineer you will be responsible for providing all levels of technical support to remote and onsite customers with a managed service contract and provide support to the Support Engineers. The role is responsible for achieving and maintaining good working relationships with customers and providing a high level of customer service for all support queries whilst adhering to all service management principles.

Occasional travel to sites may be required, so a full driving license would be beneficial or the willingness to use public transport.

Key Responsibilities;

-Providing senior technical support to customers

-Providing coaching on technical skills and processes to Support Engineers

-Building and maintaining good working relationships with Project Managers to lead on 3rd line infrastructure projects, ensuring projects are completed in line with timeframes and costings

-Meeting with customers to understand the organisation strategy and working with Technical Architect and/or Solutions Architect to create IT solutions that meet those needs

-Maintaining 95% or above on service desk SLA agreements

-Maintaining the IT network, ensuring that any items of risk are highlighted or removed from the infrastructure

-Answering incoming telephone calls, tickets and emails ensuring all tickets are logged effectively and with adequate information to ensure that support requests can be resolved efficiently

-Managing own ticket queue and workload, ensuring it is scheduled in an efficient manner and that time sheets are updated

-Completing scheduled small works as required and within the agreed customer timeframes

-Providing coaching on technical skills and processes to Support Engineers, oversee product specific staff training and encourage team sharing of best practice

-Supporting the Technology Management Team to ensure effective and efficient task allocation and scheduling

-Ensuring all paperwork relating to finished work is completed and recorded in line with relevant timeframes

Candidate Attributes;

- Experience in working with IT Infrastructure projects

- Demonstrable communication skills, written and verbal

- IT related qualification

- Good working knowledge of major networking components

- Experience on procedures used in the installation modification maintenance

- Backup configuration and maintenance experience

- Working knowledge of Microsoft 365 Administration

- Willingness to learn new skills in a fast-paced environment

Hours; 37.5 hours per week, Monday to Friday + on call rota

Salary; up to £42,000 depending on experience + on call rota allowance + excellent benefits package (25 Days holiday + bank holidays, onsite parking, enhanced maternity/paternity packages, and free dental + eye check-ups)