IT Support Engineer

Flying Colours Consultancy Limited; Stockport; Hybrid; GBP 15,000 - 18,000; Part time

Job summary

Flying Colours Consultancy Limited is seeking an IT Support Engineer for an on-site role at Bredbury Park Way, Stockport. The contract runs for 2 days per week over 4 weeks, starting Tuesday 22nd October, with potential extension to 5 days a week.

The role focuses on handling incidents and service requests via an internal ticket system, proactive monitoring, and clear communication to resolve issues with SME support as needed.

Qualifications

• Experience in diagnosing and supporting enterprise network solutions with SLA adherence.
• Familiarity with ITIL and ISO frameworks for IT service delivery.
• Strong communication skills to update internal stakeholders and customers clearly.

Responsibilities

• Handle incoming incidents and service requests via the internal ticket system and various channels.
• Investigate, diagnose, and guide issues to resolution with collaboration from SMEs and resolver groups.

Skills

Customer service

Incident management

Networking basics

Meraki Dash

Fortinet

ITIL ISO

Diagnostics

Communication skills

Team collaboration

Job description

Contract- 2 working days per week (Tuesday and Wednesday) for 4 weeks to start (possibility of extension with 5 days a week shifts)

Location- Bredbury Park Way, Bredbury, Stockport SK6 2SN

Start date:Tuesday 22nd October

Working with service desk on support tickets.

We are looking for a IT support engineer who can handle incoming incidents and service requests via our internal ticket system raised through various channels, including proactive monitoring, customer emails or over the phone. With a focus on thorough fact finding to lead customer issues through to completion with clear communication and ownership, this role empowers members of the team to manage issues effectively with support from internal SME's and technical resolver groups.

Key Competencies:

• Excellent verbal and written communication skills, able to clearly articulate updates for internal stakeholders and externally for customer updates.
• Ability to analyze complex fault scenarios to identify root cause and progress to resolution via diagnostics and problem solving through critical thinking and systematic problem solving.
• Able to work collaboratively within a team environment to work towards a common objective.
• An analytical and methodical approach to investigating incidents and requests for internal and external stakeholders, able to troubleshoot problems and reach a resolution.
• An understanding of switches and networking and an awareness of Meraki Dash and Fortinet.
• Attentive listening to customer queries, absorbing the information provided and guiding issues towards resolution, responding empathetically and building positive working relationships through effective communication.
• Proficient in organizing tasks with an ability to multi-task, prioritizing accordingly and ensuring time is managed effectively with customer expectations met.
• Adaptable to a fast paced and fluid environment with an appetite to develop new skills and proactively build on knowledge to enable professional growth.
• Demonstration of resilience in challenging circumstances, maintaining professionalism with an ability to guide situations through objection handling to agreeable outcomes.

Skills & Experience:

• Well-versed in a customer facing role with a view to provide exceptional service.
• Experience of diagnosing and supporting enterprise network solutions, working alongside vendors and partners to deliver resolution within SLA.
• Knowledge and understanding of best practice framework(such as ITIL &ISO) for the delivery of IT services