Client Services Engineer - London

IT roles
Ref: 74 Date Posted: Thursday 22 Aug 2019
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* Desktop Client Services Engineer role - London City *

 

Your role will be to provide 2nd line technical support working to provide high level remote and onsite IT technical liaison.  Providing software and hardware support to our customers, with responsibility for the full lifecycle of incidents and problems.  The position will require close working with all team in all levels of technical support and engineering.

 

Key Responsibilities:

 

The key focus of your role will be to:

 

  • Make changes & resolve incidents and problems both directly from customers and through technical escalation

 

  • Use existing skills and knowledge as well as appropriate support resources to identify resolutions to customer incidents

 

  • Implement fixes and solutions where appropriate either by discussing directly with customer, via email, remote control or onsite

 

  • Upgrade hardware components and firmware

 

  • Adhere to contract specific Service Level Agreements

 

  • Escalate calls to vendors

 

  • Provide proactive problem management though checking manufacture websites, product updates and testing and producing KBI articles and bulletins

 

  • Assist all teams within the service department as required

 

  • Maintain high level vendor specific IT certification as required

 

  • Attend customer sites to implement fixes on occasion

 

Skills & Experience

 

  • Experience working in IT support  
  • Proven experience in a customer facing environment
  • Exposure to and hands on experience of working within an IT service provider environment

Essential

  • Strong Windows 7 & 10 skills – Advanced Troubleshooting is a must
  • Microsoft Office Suites

Desirable:

  • Networks, protocols and internet technologies
  • Bloomberg
  • Active Directory, Exchange, VMware, Citrix