Technical Support Engineer x2 - Crewe
Job title
Technical Support Engineer
Job description
Technical Support Engineer x2 - Crewe
We are currently seeking x2 Technical Support Engineers to work with our major IT solutions provider client located in Crewe, UK.
Job Description - Technical Support Engineer
Technical Skills:
- Real life PC problems - Intermediate
- Relevance and use of technology in companies - Intermediate
- IT End Devices - Intermediate
- Virtual private network (VPN) - Intermediate
- Internet and Intranet - Intermediate
- Windows 7 and Windows 10 navigation - Intermediate
- Operating the computer- Intermediate
- Technical Troubleshooting - Account Management/password reset - Intermediate
- Technical Troubleshooting - OS - Intermediate
- Technical Troubleshooting - End Devices - Intermediate
- COTS Application - How to and basic triage - Intermediate
- Ticketing Tool - Intermediate
- MS Office - Intermediate
- Avaya/Phone Operating skills - Intermediate
Process Skills:
- Respond to customer queries via inbound calls, emails, f2f (via the walk in service) within defined SLA's
- Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
- Remote desktop troubleshooting. Escalate complex incidents/requests to upstream technical groups
- Record interaction using ticket tool with proper classification
- Perform account unlock/password reset as per defined process
- Dispatch tickets to support groups post gathering required information
- Refer Knowledge base and perform troubleshooting as per defined process
- Follow up and closure of incidents to ensure customer satisfaction
Behavioral Skills:
- Effective Business Communication
- Communication in neutral accent over phone
- Operating the computer, OS and Knowledge base navigation
- Use of Ticketing tool
- Account Management/Password reset
- Active listening and probing skills
- Level 1 and 1.5 technical troubleshooting
- Analytical skills
- Remote desktop skills
About the project:
- Leading Automobile company, Supporting its IT infrastructure services.
Please apply for more details.