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5 months ago
Location: London
Job type: Permanent
Category: Engineering Sales Jobs
Managed Services Engineer 24/7

Type of role: full time permanent

Location: London

Hours: 4 day 07:30 – 19:30, 4 days off, 4 days 19:30 – 07:30, 4 days off

Holidays: 23 days

Overall purpose of the job:

* Provide 1st and 2nd Line helpdesk and remote desktop support to Exponential-e customers

* Primarily responsible for managing and owning support tickets and driving customer issues through to resolution

Key responsibilities for this job:

* Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences, and that call resolution priorities are met

* Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum level of customer satisfaction

* Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution

* Work as a team to deliver timely resolution to customer requests from telephone and email

* Maintain an understanding of the internal escalation process

* Jeopardy management to reduce escalation and SLA breaches

* Maintain professional working relationships with customers, suppliers and work colleagues

Knowledge and experience required:

Professional Experience:

* Experience in providing Technical Support (1st and 2nd Line Support) in an ITIL based environment

* Previous experience in a fast-paced customer facing/MSP helpdesk role

* Ability to provide a customer focused service to committed Service levels

* Ability to work under own initiative, manage own time, and work to deadlines

* Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities

* Proven ability to identify and resolve challenging technical problems

* Sound judgement with demonstrable understanding of when and how to escalate issues

* Ability to work with minimal supervision and manage a heavy workload

* Ability to train and mentor junior team members of the service desk

Technical Skills:

* Experience in managing/troubleshooting Windows Servers

* Knowledge of Networking (DNS, DHCP)

* Experience of supporting, installing and modifying all version of Microsoft Windows server up to Windows 2016 and standard Microsoft applications

* Experience in configuration and maintenance of Active Directory Services, MS Exchange , SQL and Office 365

* Capable of supporting VDI Solutions (Horizon View, Citrix, RDS)

* Working knowledge of VMWare & Hyper -V configuration and support is essential

* Strong understanding of network fundamentals (Security/DHCP/DNS)

* Understanding of Scripting languages (PowerShell/VBScript)

* Understanding and appreciation of ITIL Frameworks

* Hands on experience of administrating and supporting backup solutions such as Veam, BackupExec, Commvault

* Experienced in training and developing junior IT staff

* Applicants will ideally be either MCP, MCSA, MCSE or VCP certified

Mission Statement

"Achieve the status whereby Exponential-e 3.0 is formally acknowledged among our peers, competitors and clients as the most advanced and innovative business technology enabler in The World. A World-class company..."

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