Job Title: IT Support EngineerSalary: Up to £30,000 D.O.ELocation: Stoke (Newcastle)Benefits: Amazing holidays and Sick Pay
Role Overview
We are seeking a dedicated IT Support Engineer to provide comprehensive IT support services to our clients and partners. This role involves managing the entire ticket life cycle, acting as the primary point of contact for new and existing tickets, and ensuring timely and effective resolution of support issues. You will work remotely and be required to attend on-site visits, sometimes at short notice, and occasionally outside regular hours. Beyond standard support tasks, you will actively seek opportunities to enhance service delivery and customer support.
Daily Responsibilities:
* Serve as the initial point of contact for all incoming tickets, including incidents and requests.* Provide support via telephone, remote assistance, and on-site visits.* Create, manage, and resolve tickets, maintaining detailed documentation of progress and resolutions.* Communicate effectively with customers and maintain excellent written records.* Adhere to and contribute to company processes and procedures.* Manage your workload to meet and exceed key performance indicators (KPIs) and targets.* Participate in project engineering tasks as required by professional services.* Contribute to the continuous improvement of service deli...