Second Line Support Engineer

Description:

A brand new role has opened up for a Field Engineer to join a thriving MSP. The company are based in central Manchester, close to transport links and on-site parking.

The company are experiencing fantastic growth and are now looking for an individual to join their team to provide field engineering support to their loyal client base.

This is a unique opportunity to combine your excellent customer service experience with 2nd line engineering support. Great technical knowledge combined with professional personal presentation / customer service will be required as you’ll be the face of the company travelling to sites across Manchester / Greater Manchester to install, maintain and repair business software and hardware systems.

The Company

This is a company who’s core values are reliability, customer satisfaction, integrity and team work. They take great care to look after their employees and ensure that you’re career will develop and thrive alongside them.

The Role

You will be working alongside the Field Engineering Lead but take full ownership of resolving customer issues quickly and effectively while maintaining good relationships with customers. Your role and responsibilities will include:

• Providing customer support for key onsite activities ensuring a strong focus on customer satisfaction.
• Conduct fault finding and troubleshooting support to resolve or escalate issues within the agreed SLA’s
• Assist in ensuring customer documentation is kept up to date as tickets progress
• Provisioning of new equipment and users
• Ensure all tasks and tickets are up to date and completed in a timely manner
• Carry out and complete tasks as set out in tickets
• Ensure all admin is completed and logged.
• Share knowledge of any issues with the wider team.

Required Skills:

• Previous MSP experience
• Troubleshooting Support
• Hardware and Software installation, maintenance and repair.
• Previous customer-facing roles.