IT Support Engineer

Flying Colours Consultancy Limited; Stockport; On-site; GBP 25,000 - 35,000; Part time

Job summary

A leading IT consulting company is seeking an IT support engineer for part-time work in Stockport. The role involves managing service requests and incidents, requiring strong communication and problem-solving skills. Ideal candidates will have experience in customer service and a solid understanding of networking principles.

Qualifications

• Experience in a customer-facing role providing exceptional service.
• Knowledge of ITIL & ISO best practice frameworks for IT service delivery.
• Experience diagnosing and supporting enterprise network solutions.

Responsibilities

• Handle incoming incidents and service requests via internal ticket system.
• Analyze complex fault scenarios to identify root causes and resolve issues.
• Communicate effectively with internal stakeholders and customers.

Skills

Communication

Problem Solving

Team Collaboration

Analytical Skills

Customer Service

Adaptability

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

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.

• 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

If this is something that interests you and posses skills required, please do apply. Thanks

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Job Overview

• Location: Bredbury Stockport SK 6 2 SN, United Kingdom

Flying Colours Consultancy - IT Consulting Company