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Come and join our team- We are always on the look out for talented people to join our expanding team. Do you have the skills and drive to excel in a successful organisation? We would love to hear from you.

 

Current Opportunities

1st / 2nd Line IT Support Engineer

Role responsibilities

  • To provide first point contact for all customers and manage all incoming incident / support requests to agreed levels of service.
  • To provide technical evaluations, undertaking complex problem solving and where required, working with other appropriate lines of service within the business.
  • To communicate with all customers and stakeholders in a regular and timely manner ensuring they remain informed of progress.
  • To be an active member of our busy team working hard to maintain service within SLA, escalating where issues may, and will, fall outside.
  • To proactively manage distribution and life cycle of tickets within the CS team.
  • To liaise with the “Development”, “Delivery” and “Operations” teams to aid the diagnosis of issues raised and review new features, before go-live, providing final sign off.
  • To actively participate in regular customer service review meetings.
  • To provide “out of hours” support on a rota basis (24x7x365).

What experience is essential in this role?

  • A proven track record working within a busy 1st/2nd line technical support environment or similar IT support role
  • Incident management, with excellent communication skills and the ability to liaise with all stakeholders, driving situations through to successful closure.
  • The ability to demonstrate that you have a flexible and proactive approach to work, with the ability to operate under pressure, including experience of working within an SLA driven environment.
  • An excellent understanding of Office 365, Windows 7, 8, 8.1,10, Microsoft Server OS and common Microsoft Office applications Outlook, Word, Powerpoint, Excel, Access.
  • Working Knowledge of active Directory Group policy, active Directory User and Security administration, Shared folders and NTFS permissions
  • Hardware support skills for laptops, desktops, mobile phones & Tablets
  • Proven technical investigation and problem-solving skills.
  • Experience working with other lines of service, including 3rd line technical support/project and operations teams.
  • Excellent communication, teamwork and customer service skills.
  • The ability to document new processes and procedures for use both internally and externally.

What experience is advantageous?

  • Knowledge of ITIL Methodologies.
  • Familiar with ticket management systems.
  • Working knowledge / experienced in working with printers.
  • Experienced in working as part of an Out of Hours support team.

What type of personality will be suitable?

  • A customer focused, hands-on person with an eye for detail, who can multitask under pressure.
  • A quick learner, who responds well to the challenge of working in a busy changing environment.
  • A team player; friendly, knowledgeable, dynamic and motivational to others.
  • A proactive, driven and professional individual, who can think or their feet and who isn’t afraid to take ownership of issues.
  • An individual who will demonstrate a willingness to go that extra mile.

 

There will be a requirement to work an on-call rota approximately one weekend per month from Saturday 10am – 6pm and Sunday 12noon – 6pm

Remuneration

  • Competitive Basic Salary
  • Pension
  • Paid Holidays
  • Hours of work 8.45am to 5.15pm

 If you are interested to find out more about this role please email us or simply send us a copy of your CV

Email your CV to: recruitment@kbsgroup.net quoting the reference number: NE/JUN2018


 

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