IT Software Helpdesk Support Engineer

Networking People (UK) Limited
£22k - £30k pa + On Call + Benefits
17 Oct 2016
16 Nov 2016
Contract Type
Technical IT Software Service Desk / Helpdesk Software Support Engineer x 2

up to £30,000 + On call allowance (£2k) (1 week in 4)


Opportunity to join an International IT Communications/Contact Centre Solutions provider who is expanding their footprint within the UK. Due to increased growth, they are looking for experienced Technical Helpdesk engineers to join the team. Support Engineers provide responses to production clients for the fulfilment of service requests supporting the companies Contact centre products and the platforms they sit on.

The minimum requirements for this position are:

- Technical working understanding of PC & server hardware architecture and Windows OS functionality to an administration level
- A working knowledge of MS SQL database structure and queries
- Solid, and well developed, problem management skills
- Solid, and well developed, customer care skills
- Technical working knowledge of one or more Enterprise Workforce Management software package
- An awareness of telecommunications and networking architecture
- An awareness of Call Centre operations
- Linux knowledge desirable
- European language skills desirable
- Excellent verbal and written communication skills with great customer service skills.
- Able to learn and support Companies Leading Contact Centre products

Essential Duties and Responsibilities include the following:

- Respond to service requests, which can include
- Incidents impacting normal production operation
- Validation of proposed changes
- Requests for training
- Queries on product functionality/operations

- Accurately and promptly entering Service Requests & Incident details into the Service Desk System
- Investigating the cause and resolution of incidents
- Establishing appropriate operational workarounds to return clients to production status
- Providing appropriate progress updates to clients in line with our contracted Service Level Agreements and specific commitments made with clients
- Escalating incidents technically and to management as required, prior to SLA's being breached
- Adherence to all published applicable Systems policies and procedures
- Completion of all published applicable Systems technical training material
- Participation in the Support shift rota, which will include some evening and weekend work

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