Technical Services Engineer

Huntingdon / Remote

To provide support over the phone, connecting into customer sites, or on customers sites to all Managed and Supported Customers

Working Hours

To cover support across 4-5 working days, Monday – Sunday, 37.5 - 44 hours per week depending on shift patterns and number of working days

Main Duties

  • To provide 3rd line technical support to customers including server, desktop and networking infrastructure
  • To take part in the shift rota system
  • To take part in 24*7 Critical Support
  • To log all calls accurately, update and close with relevant information
  • Pro-actively monitor nominated customers infrastructure using the eacs Systems Management Suite
  • Escalate major issues immediately to your line manager
  • 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
  • Site documentation to be created, maintained and available to other support personnel and account managers
  • To have a flexible approach and attitude
  • Mentor Service Desk Analyst to increase their knowledge and skill sets
  • 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 little 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
  • There may be a requirement to provide cover to other customer sites when absence by other engineers dictates
  • Ensure that you understand the Company Ethos and Vision, including any tasks linked to your role with the eacs Strategic Bridge

Experience Required

  • Educated to GCSE level in Maths and English or equivalent
  • Good communication skills
  • Knowledge of Storage Platforms
  • Microsoft Product Knowledge
  • VMware ESXi
  • Backup Technologies (Veeam, Microsoft DPM)
  • 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

Behaviours and Key Competencies

  • Proven abilities to take initiative and be innovative
  • Analytical mind with a problem-solving aptitude
  • 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 

  • Successfully attain SLAs & response times
  • Achieve KPI targets
  • Increase skillsets/knowledge to meet customer requirements
  • Attendance at all off-site company communications meetings
  • All open calls are updated with current position and actions being taken
  • Drive team motivation and focus
  • Uphold managed customer patch and monitoring requirements