IT Service Engineer

Our client currently has an exciting opportunity for a customer-oriented IT Service Engineer to work and develop their skill set in a fast-paced global work environment. This role will be primarily based in our Poole office, with travel to our other sites as required.

The successful candidate will be trained in and exposed to a wide range of technologies, and will be responsible for providing comprehensive voice, email and ticket support offering end user support, whilst delivering a high level of customer service.

Key Duties

• Responding to incoming calls or tickets as the local point of contact for clients with IT or product related problems.
• Using appropriate questioning techniques to determine the root cause of reported issues.
• Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or following the escalation procedure.
• Translating customer information into valuable and usable knowledge documentation
• Offering the customer an effortless, best in class experience.
• Recognising potential major outages and taking ownership of reporting these in a timely manner.
• Responding & adapting to a changing and fast paced environment.
• Working in a collaborative team environment by engaging, sharing knowledge and communicating effectively.

Skills and Knowledge

• Experience in a Desktop / IT Support role previously would be ideal
• Previous exposure in one or more of the following: Desktop Applications (Outlook/Teams/Excel/Word etc), Exchange, SharePoint, Teams & Yammer Administration
• Azure & OnPrem Active Directory
• Software Licence Administration
• IT Asset Management Administration
• Win 10/11 Desktop Support
• Some knowledge of SAP applications
• Excellent communication skills
• Understanding of ITIL framework
• Curious and always looking for ways to improve
• Able to take ownership of tasks
• Demonstrates honesty and integrity
• Customer focused and driven to exceed excellence
• Flexible and adaptable to change