1st Line Onsite Support Engineer

Job purpose

To provide customer service and general administration duties for Converge onsite services. To provide remote, onsite and workshop IT support to Converge Customers.  To assist with and implement projects scheduled by Service Desk Coordinator or a Project Manager. 

Duties and responsibilities

• Provide support for the 1^st line support and escalations for our customers
• Provide mentoring for the 1^st line support Engineers
• Provide Business as usual IT support on site for Converge customers
• Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all Converge customers when on their sites
• Correctly log and update tickets with the required information relating to support requests
• Manage, monitor and maintain server and workstation monitoring platform on a daily basis
• Logging support tickets for all issues flagged, including 24/7 and daily checks
• Notify the service desk coordinator of reoccurring outages
• Raise hardware failures as critical P1 priority
• Raise outages as critical P1 priority

• Manage ticket priority, category and customer updates for calls in unassigned ticket queue
• Manage own ticket queue and work schedule in an efficient manner
• Assist on Project work and Projects run from the Service Desk
• Provide coaching on technical skills and processes to junior staff
• Provide pre-sales support to Converge existing customers
• Highlight and complete proactive maintenance for Converge support customers
• Provide excellent and effective customer service at all times
• Provide general administration and scheduling tasks for the service desk coordinator
• Ensure that your timesheet is updated accurately and promptly
• Ensure all paper work relating to finished work is accurately completed and submitted in a timely manner
• Any other duties specified by your line manage

Skills and Experience

• Will have over 1 years’ experience working in an IT support environment covering a number of different technical areas
• English Language (written and verbal) to a GCSE level or equivalent. - Should be able to demonstrate good communication skills, written, over the phone and face to face
• Have at least 1 formal IT qualification at entry level or above, for example, GCSE ICT, CompTIA, Microsoft certification, BTECH or similar.
• Will have good customer service skills and have experience in providing customer service
• Will have experience in troubleshooting Microsoft environments
• Will have a willingness to learn new skills in a face paced environment
• Comfortable working within a team or on own initiative
• Provide excellent documentation skills
• Full riving license

Technical Knowledge/Experience

• Working knowledge of windows server 2003/2008/2012/2016
• Working knowledge of windows 7/8/10
• Working knowledge of Office 2003/2010/2013/2016/365
• Exchange server 2003/2007/2010/2013/2016/365 implementation experience
• Working knowledge of VM Ware and or Hyper-v
• Working knowledge of networking components, networking operating systems and basic maintenance
• Backup configuration and maintenance experience
• Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software
• Daily system checks, servers, backups and firewalls Escalation point for incident resolution

Working conditions

The typical working environment will be on a customer sites based in Coventry. The role requires that you will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours’ support contracts as defined by the Technology Operations Manager