Customer Support Engineer (EDBS Cleared, 1st Line Support)

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Customer Support Technician - 1st Line Support - Gloucester - Initial 3 months

Customer Support Engineer/Technician (EDBS Cleared, 1st Line Support) required to join a reputable ICT support and teaching company focusing on providing on-site support to a school in the area of Gloucester. This is an initial 3 month contract with the view to extend.

Due to the urgent nature of the role and working in the school environment only candidates with full current active ENHANCED DBS clearance will be considered for the role. If you do not hold FULL EDBS you will not be considered for the role.

Duties:

* Carrying out routine and ad hoc network management tasks including daily backups, anti-virus checking and other housekeeping tasks, ensuring preventable errors do not occur.

* Respond to incidents logged by the customer, in an appropriate manner by having a detailed understanding of the Incident Management processes and its business impact.

* Management of incidents to resolution for any network and equipment failures covering software, hardware and infrastructure problems as defined by the service level agreement.

* Identifying areas for improvement, communicating these to the Technical Operations Manager implementing local low level improvements in a timely manner.

* Ensure that all systems used to carry out work activities are updated on a real time basis, including the completion of detailed and accurate call notes. Following the communication and escalation steps as outlined in process documentation.

* Know and understand the IT Service Delivery targets for the contract and be proactive in ensuring that these are achieved, taking actions to rectify if customer expectations are not

Skills

* Excellent customer handling and interpersonal skills, including diagnostic questioning, and the ability to deal with difficult conflict situations.

* Experience of maintaining and supporting networks.

* Microsoft Windows Operating Systems (including Server), Apple IOS and Mac OS, MS Office, email, and Internet access.

* Ability to problem solve and think creatively.

* The ability to work proactively with good planning and organisation skills.

* Good time management and punctuality.

If this role is of interest to you please submit your CV in the first instance. As mentioned only applicants with FULL ACTIVE ENHANCED DBS Clearance will be considered as due to the urgent requirement for this role there is not enough time to put candidates through lengthily security checks. If Candidates have also registered for the "update service" this will speed up the process even sooner.