Senior Support Service Engineer at Content+Cloud

Description

The key deliverables of a Senior Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Requirements

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).

• Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to Resolution or escalation.

• Ask targeted questions and apply accurate troubleshooting.

• Contribute fully as an active team member and ensure personal and team objectives are achieved.

• Collaborate with other teams to maintain standards and functionality.

• Maintain a professional relationship with clients and peers.

• Utilise excellent customer service skills and exceed customers’ expectations.

• Report potential client facing risks.

• Report customer feedback and potential product request.

• Maintain your own personal development plan with support from your manager.

• Collaborate with other teams to maintain standards and functionality.

• Undertake any other tasks as assigned by management.

• Availability during your shift hours (which may incur shift & desk rotation).

• Troubleshoot, maintain and support a wide range of systems.

• Ensure Service level agreements (“SLAs”) are met.

Support Services Engineer Duties and Responsibilities:

• Telephony:

• Answer overflow calls and attempt first call resolution

• Confirm and capture accurate information

• Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s

• Prioritise and manage several open tickets at one time

• Apply extreme attention to detail

• Effective troubleshooting skills related to your relevant area of support.

• Take ownership of technical escalation

• Contribute to and improve internal knowledgebase assets

• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

• Provide prompt and accurate feedback to clients

• Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation

• Requires a level of supervision

Health and Safety

To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.

Required skills and capabilities

• Proven technology industry experience providing support at a 2nd Line level or above

• Excellent written and verbal communication and interpersonal skills 

• Use initiative and creativity to solve more challenging issues

• Formal IT qualification (Minimum AZ-104)

• Experience and knowledge in several of the technologies detailed below

• Server Infrastructure

  • HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds

• Azure

  • Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL

• Backup technologies

  • VEAAM, Azure Backup, Backup Exec, MABS

• Active Directory

  • DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS

• 3rd party Line of Business application troubleshooting E.G Sage

Generic essential individual attribute

• Process-focused

• Excellent technical ability in one or more key virtual team areas

• Able to prioritise under pressure and work to deadlines

• Flexible, calm, and approachable, ‘can do’ attitude

• Solid customer relations skills to understand client/client representatives concerns and requirements

• Willingness to gain relevant qualifications and accreditation's

• Own (reliable) transportation

Benefits

• Job Type: Permanent

• Role based out of our Century City offices (currently working remotely)

• 40 - 45 hours per week (Based on UK time zone)

• Retirement Fund & Medical Aid

• Death, Funeral and Disability cover

• 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)

• Continual professional development plans