Job Ref: 215556981

Date: 2022-01-13 12:59:59

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The key deliverables of a Senior Onsite Support and Project Engineer are to provide technical support to end users and support projects. This can include incidents; project tasks; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information. The Onsite Support & Project Engineer must can work on their own daily but as part of a larger project team and must always be an ambassador for IT Lab.

Based in Brackley, Northamptonshire with regular scheduled travel to several locations between Leamington Spa and Aylesbury. This role intends to support a single client undertaking a significant construction project.

Generic Duties and Responsibilities

Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
Take ownership of tickets allocated to them or their relevant Virtual team ("VT") ticket queue and professionally manage them through to resolution or escalation.
Take ownership of project tasks allocated to them through to completion and ensure regular communication with project team and stakeholders.
Ask targeted questions and apply accurate troubleshooting.
Contribute fully as an active team member and ensure personal and team objectives are achieved.
Always maintain a professional relationship with clients and peers and act as an ambassador for IT Lab.
Utilise excellent customer service skills and exceed customers' expectations.
Mentor and provide support for colleagues when working in a team on client sites.
Assess and Report potential client facing risks.
Report customer feedback and potential product request.
Maintain a personal development plan with Line management.
Collaborate with other teams to maintain standards and functionality.
Troubleshoot, maintain, and support a wide range of systems.
Ensure SLAs are met.Support Services Engineer Duties and Responsibilities

Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA's.
Must have the ability to prioritise own workload, tickets, requests, and project tasks.
Apply extreme attention to detail.
Effective troubleshooting skills related to your relevant area of support.
Take ownership of technical escalation.
Follow established escalation process for critical or high priority issues as identified onsite.
Contribute to and improve internal knowledgebase, assets.
Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
Provide prompt and accurate feedback to users.
Direct unresolved issues to technical specialist or incident management for technical escalation within the team.
Collaborate with suppliers and third parties to carry out support and project tasks.Requirements

Key Performance Indicators (KPIs)

Take ownership of tickets and issues within SLA's.
Ensure IT Lab time logging principles are adhered to (8hrs per day).
Process adherence.
Data accuracy.
Diligence in ticket management (daily client facing updates, correct status, escalation).
Successful ticket closure (i.e. no tickets are reopened).
100% shift compliance, availability during your shift hours (which may incur shift & desk rotation). 100% compliance with clients and IT Lab Health and Safety procedures.Technology Exposure

Must be working towards or accomplished CCNA, CCNP or similar networking qualification (Cisco Meraki experience desirable).
Must have extensive Windows and Desktop troubleshooting experience/skills including hardware and peripheral support.
Must have experience building end user devices, preferably using automations tools such as SCCM and Intune.
Practical networking skills and experience; installing and maintaining switches, access points, patching, etc.
Experience supporting Microsoft Office 365 platform and products.
Physical installations skills an advantage (working at height to mount AP's, data cabling, etc) – training can be provided.
An understanding of Microsoft SCCM or Intune management solutions is an advantage.
An understanding of Azure platform is an advantage.
An understanding of WAN technologies and last mile telecoms (radio, 4G, F/O) is an advantage.Benefits

– Job Type: Permanent
– This Role requires to travel between our main offices in Brackley / Milton Keynes / Aylesbury.

– Car allowance associated with this role
– 40 hours per week (Monday – Friday)
– Pension
– Life Insurance
– Health Care
– Dental, Gym, Birthday Benefits and more
– 25 days' annual leave
– Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content + Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependent on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at (url removed)

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