Support Engineer (Contract)

Our Leading Global Enterprise client is looking for a Hardware Engineer to join their exciting team.

Start Date: ASAP
Duration: 190 Days
Rate: £122 per day (please note, Employer NI is paid for by the client)
IR35 Status: Inside
Location: Macclesfield

Responsibilities:

• Demonstrate excellent customer service skills and a desire to support end users face to face.
• Take ownership of IT issues and work to resolve or assign to the correct support group.
• Perform 1st & 2nd deskside support to the customer’s client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team.
• Support IT Tech bars and drop in clinics as well as assisting with floor walks when required.
• Perform IMAC activities at the deskside
• Update asset management tool in line with documented procedures.
• Manage all assets within their control.
• Document and report on work completed within the Service Management tool ServiceNow. Creating and updating tickets for all assistance provided.
• Escalate issues in line with Company processes to ensure customer demands are met.
• Ensure Department/Contract meets SLA performance targets.
• Maintain and improve customer satisfaction levels.
• Provide local hands and eyes assistance to remote support groups.
• Understand and adhere to Company and Customer policies and procedures.
• Complete all required Customer training to adhere to compliance and regulatory requirements and to understand Customer processes.
• Keep skills up to date with IT industry standards as appropriate to the role/Contract
• Utilise the knowledge database available, identifying gaps or the need for improvements.
• Exhibit routine administrative skills and good literacy and numeracy skills.
• Demonstrates awareness of health and safety at work.
• Contribute to the development of technical procedures and standards to meet business and customer requirements.
• Possess the ability to adapt quickly to dynamic team environments to maintain a consistent effective contribution.
• Act as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.

Specific Knowledge/Skills:

• The desire to achieve and maintain the highest level of customer experience at all times. With proven experience of providing face to face customer support.
• Excellent communication skills to work with IT support group and keep customers informed.
• Proven knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies (SMS, SCCM, etc.), Group Policy Objects and remote control methods.
• Proven desktop support knowledge and expertise specifically for Windows 10 operating systems, Office 365, MS Intune and Lenovo desktop and laptop hardware.
• Knowledge and expertise in supporting Apple Mac OS and iOS software desirable.
• Experience in setting up and deploying mobile devices is desirable.
• Proven knowledge and expertise in supporting Microsoft Office applications especially Outlook and Teams.
• Experience in the use of cloud based storage solutions such as MS OneDrive and Box.
• Knowledge of client antivirus software within an enterprise environment.
• Aware of the importance of asset management and their role in updating asset inventory details.
• Ability to work in a customer oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace.
• Demonstrate an analytical and systematic approach to resolving complex problems and assignments.
• Demonstrate an organized approach to work, and an ability to effectively troubleshoot issues. Working to resolve or direct to the correct support group.
• Knowledge and experience of ServiceNow is desirable.

Soft Skills:

• Customer focussed, happy to provide great service to users in a professional environment.
• Act as a team player demonstrating good interpersonal skills.
• Highly organised and able to tackle things without supervision
• Ability to work both independently as well as collaborating in a fast-paced team environment where technology and customer requirements can change
• Excellent written, oral and presentation skills

To apply for this Support Engineer Contract job, please click the button below and submit your latest CV.

Job Reference: RL7186