Customer Support Engineer, 1st Line Support, Service Desk

Full Job Description

Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web.

Your responsibilities will include the below:

• Responsible for the customer support experience
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group/engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration & engagement
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Nice to have but not essential

• Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams.
• General understanding of Microsoft 365 administration principles.

People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.