Role Overview & Mandate
Executive Summary
ABOUT THE ROLEBluecube are seeking a customer focused engineer with a strong service and support background.Our Onsite IT...
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ABOUT THE ROLE
Bluecube are seeking a customer focused engineer with a strong service and support background.
Our Onsite IT Support Engineers need to be able to work well as part of a team on a dedicated client site. The team will provide an excellent level of support to that client. Your role is to proactively ensure that the client experiences continual exceptional service and that all support is performed with minimal business impact on the user within the agreed service levels. It’s for these reasons we need to ensure that Customer Service is at the forefront of everything we do, with communication being the driving factor to meet client expectations. A proactive nature for problem solving is imperative.
At times, you may be required to provide support at other sites for this client. If this is the case, all travel and subsistence costs will be covered.
KEY RESPONSIBILITIES
- Maintaining a courteous, friendly and professional service at all times ensuring the highest levels of customer service.
- Walking the floor on a daily basis to ensure users have an approachable and accessible IT Support presence.
- Running regular drop-in sessions where users can come to request assistance or training.
- Efficiently handling assigned technical support incidents, requests and changes.
- Logging detailed and accurate information into the Call Management system.
- Taking responsibility for your personal call queue, ensuring that all tickets are kept up to date and closed in a timely fashion.
- Communicating with users to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high.
- Building and configuring desktop systems and mobile devices.
- Fixing hardware faults and installing upgrades to hardware.
ESSENTIAL SKILLS & EXPERIENCE
- Previous experience working in a site-based IT support role with a minimum of three years in IT technical support.
- Proven ability to provide outstanding customer service.
- Excellent interpersonal skills and communication skills, both written and verbal.
- Friendly, confident and professional manner both face to face and over the phone.
- Enthusiastic, reliable and proactive with a ‘do it right first time’ attitude to support.
- Eager to learn new skills and invest in personal development.
- Strong attention to detail with well-developed problem-solving skills.
- Time management skills with the ability to prioritise effectively.
- Self-motivated with the ability to work alone and as part of a team.
- Strong knowledge and experience of Windows Desktop OS, (7/8/10).
- Strong knowledge and experience of Microsoft Office software and Office 365.
- Experience supporting users of VoIP phones.
- Basic understanding of networking.
DESIRABLE BUT NOT ESSENTIAL FOR THE ROLE
- Experience working with Mac hardware and MacOS.
- Experience working with servers (Server 2016, 2019, 2022)
- Experience with Microsoft Exchange.
- Awareness of SAP.
Salary / package
- £25,000-£29,000 per annum depending on experience
- 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)
- Private Medical Insurance with Vitality (after probation)
- Access to internal Mental Health First Aid Champions
- Company Pension scheme with the People’s Pension (company contribution = 3%, employee contribution = 5% default but can be increased on request)
- Cycle to Work scheme
- Referral Bonus scheme
- Free eye tests
- Annual flu jab
- Standard annual holiday entitlement = 25 days per annum + UK Bank Holidays (Excluding 247 shifts which is 22 days per annum)
- Free onsite Gym with access to a PT (at an additional cost)
Job Types: Full-time, Permanent
Salary: £25,000.00-£29,000.00 per year
Schedule:
- Monday to Friday
Work Location: In person
