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Technical Services Engineer

Based in Bredbury, Stockport, we are looking for a Technical Services Engineer to handle incoming & escalated queries and help requests from end users, either via email, customer portal or over the phone. It is essential to have a minimum of three years experience in a similar role, CCNA qualified you must have a strong understanding of network, security or collaboration technologies, and a logical and methodical approach to trouble shooting technical support issues.

Responsibilities:

  • Provide expert level support to all clients and act as an internal point of escalation for all support-related incidents where required.
  • Troubleshooting and diagnosis of all networks or Security related incidents.
  • Write monthly Technical Customer MSA reviews from templates.
  • Effective logging and fault analysis on VCG Ticketing system Autotask.
  • Ownership and prioritization of Priority 1 case issues.
  • Managing third party remote hands for onsite support cases in line with customer SLA’s.
  • Owning and managing third party TAC to completion, including PSS support.
  • Following the incident management and request fulfilment processes detailed in Technical Services manual.
  • Maintaining the required level of software versions for Customer equipment, including scheduling out of hours software patching and upgrades.
  • Maintaining technical knowledge of all supported products and undertaking training when necessary to update any required skills.
  • Maintaining a minimum level of Cisco CCNA or equivalent vendor certification.
  • Participating in the Technical Services on-call Rota. This will commence after probation and is usually one complete week in every four to deal with escalation calls between the hours of 7pm and 7am.

Skills& Experience:

  • A minimum of 3 Years’ experience in a Managed Service Provider or similar role.
  • Good communicator with a natural aptitude for dealing with people.
  • Good network diagnostic skills.

Qualifications:

  • Cisco CCNA or equivalent vendor Certification in Enterprise technologies.

Benefits:

  • 35 Days holiday plus your birthday off
  • Bupa CashPlan
  • Flexible working
  • Various salary sacrifice schemes including; Car, Gym, Home & Tech and Bike to Work
  • Employee Assistance Program
  • 2 Volunteer Days
  • Social Calendar
  • Personal Development