IT Customer Support Engineer

Job Responsibilities:

The client will look at  someone with 1-2 years experience who has a software Application background and who specialises in Application Support, Customer SLA Support or Product Support of Software products.

We are looking for a confident, self-motivated individual with excellent communication skills who thrives in a collaborative team environment. You will be a part of a team with a passion for Customer Services and with a collaborative upbeat work ethic where you have ownership over the day to day running of the CS helpdesk. Ideally the candidate will be a quick learner with a good mixture of technical and multi-cultural customer facing skills.

• Take sole ownership of the Customer Service helpdesk ensuring that the below tasks are carried out.
  • All IT Application customer issues are logged in Jira
  • Investigate as far as possible
  • Application Support and IT Customer Support carried out
  • Once first level is completed, escalate to the correct resource for further investigation
  • All time working with the relevant resource to ensure issue is addressed
  • At all times communicating with the customer
  • At all times making sure SLA’s are being met
  • Escalate if issues are not getting addressed
  • All logged issues are kept up to date
  • Ensure data compliance in line with data protection policies
  • Provide weekly status and performance reports
  • Co-ordinate out of hours customer support
• Fulfil customer deliveries, ensure deliveries are complete and meet the scope
• Assist with maintaining internal systems and demos, ensuring that they are available and kept up to date
• Look at ways to improve Customer Service systems and processes
• Work closely with the engineering and region teams to ensure that all customer requests get addressed in a timely manner
• Maintain and update internal customer information and documentation
• Provide support to internal business users
• Maintain and update internal CRN tool, Jira as necessary
• Take part in customer conference calls and Web meetings

Experienced Required:

1-2 years Helpdesk/ Customer Support Experience working for an IT product Company

Strong SLA/ 1st level Support skills

Desirable skills:

ITIL Certification

Educational Requirements:

3rd level Diploma or degree

Working Hours/ Benefits

37.5 hours/ flexitime

Bonus

Healthcare

Pension