Senior Support Engineer

Contract Length: 3 months with possible extension

Key Responsibilities:

• Design and implement solutions to meet customer and contract requirements.
• Coordinate small teams to deliver work packages.
• Document and report on completed work to ensure compliance.
• Develop and maintain operational documentation.
• Provide guidance and advice to less experienced colleagues.
• Communicate complex issues to meet business and customer needs.
• Escalate and manage issues to meet customer demands.
• Deliver excellent customer service to internal and external customers.
• Adapt quickly to dynamic team environments.
• Identify personal development needs.
• Act as a role model for technical and behavioural competencies.
• Ensure compliance with information security policies.
• Install and configure end-user hardware and software.
• Support and troubleshoot end-user hardware and software.
• Maintain network asset management register.
• Adhere to business continuity and disaster recovery plans.
• Perform system backups and recovery.
• Administer and maintain end-user accounts and permissions.
• Collaborate with Technical Service departments to meet business objectives.
• Perform other tasks as directed by the line manager.

Impact of Role:

• Meet SLA performance targets and minimise costs.
• Support project delivery with chosen technologies.
• Improve customer experience, satisfaction, and retention.
• Adhere to customer and company policies.
• Keep skills up to date with the IT industry.

Relationships:

• Interact with all internal departments.
• Engage with third-party suppliers, vendors, and clients.

Education/Certifications:

• Microsoft technologies
• VMware technologies
• Maintain relevant accreditations

Professional Experience:

• Experience in an IT technical environment
• Understanding of ITIL practices
• Broad experience in the IT environment

Skills & Competencies:

• Analytical and systematic problem-solving approach
• Initiative in identifying development opportunities
• Ability to absorb and apply technical information
• Excellent oral and written communication skills
• Good numeracy and routine administration skills
• Ability to prioritise work under pressure
• Good understanding of PC hardware, Microsoft operating systems, and networking
• Proven experience in IT desktop support
• Awareness of health and safety at work

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk