Responsible for providing technical IT support to both internal and external customers. Please note the role covers shifts Monday through to Sunday.

Experience Required

• Experience of MSP Environments
• Monitoring Tools (NOC)
• Knowledge of Virtualisation Environments
• Knowledge of Storage Platforms
• Networking skills
• Firewall skills
• ITIL Experience
• Educated to GCSE level in Maths and English or equivalent
• Good communication skills
• Microsoft Server and Desktop OS
• Microsoft Exchange & O365
• Proven Customer service skills
• Positive, enthusiastic and supportive individual
• Ability to take ownership of and progress issues
• Ability to work under pressure
• Ability to work in a team and to support team members
• Excellent communication and interpersonal skills
• Ability to build good working relationships with internal and external contacts

Main Duties

• To provide technical support to customers including server, desktop and networking infrastructure
• To complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers
• To liaise with and build strong working relationships with key customer contacts
• To be an ambassador for EACS & to maintain and enhance the reputation of EACS
• To record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers
• Escalate issues in line with guidance
• To have a flexible approach and attitude
• To work with other support staff to build knowledge and skills pertinent to the sites supported
• To comply with all necessary working practices relating to the customer site
• To build strong relationships with customer account managers
• To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered
•  To be able to work autonomously with minimal supervision
• To be able to manage demanding users on customer sites who have high expectations
• To be able to communicate technical issues and concepts to a non-technical audience
• Work together with your Line Manager to develop and enhance your knowledge and skill sets
• There may be a requirement to provide cover to other customer sites when absence by other engineers dictates
• Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director

Behaviours and Key Competencies

• Proven abilities to take initiative and be innovative
• Analytical mind with a problem-solving aptitude
• Ability to follow processes
• Positive, enthusiastic and supportive individual
• Ability to take ownership of and progress issues
• Ability to work under pressure
• Ability to work in a team and to support team members
• Ability to build good working relationships with internal and external contacts

Critical Success Factors

• Successful attainment of customer SLAs
• Achieving KPI targets
• Reducing outstanding Service Desk calls
• Reduce the resolution time of customers
• Move to the Left Philosophy
• Continuous Improvement
• Simplification & Automation Focus