Senior Customer Support Engineer

SCC; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the IT sector is seeking a Senior Customer Support Engineer in London. The role involves providing technical support and managing incidents for IT hardware and software products. Candidates must possess a strong hardware background, customer focus, and a full UK driving license. An inclusive workplace offering excellent benefits and a chance to join Europe's largest privately-owned IT Company awaits.

Benefits

An inclusive workplace

Excellent package: solid basic and company benefits

Hybrid working & core hours

Career development and lifelong learning opportunities

Responsibilities

• Provide technical support to staff in Managed Services and incident management.
• Repair and maintain hardware (Servers, PCs, Laptops, Printers).
• Project manage major system outage situations on customer sites.

Skills

Laptop/Desktop setup and use

General hardware knowledge

Knowledge of current IT issues

Experience with networked systems

Proficiency in Microsoft Windows and Office products

Knowledge of industry-standard hardware

Understanding of IT best practices and procedures

General understanding of ITIL terminology and practices

Customer focus

Remote assistance skills

Job description

This job description provides a comprehensive overview of the Senior Customer Support Engineer role, including responsibilities, skills, and benefits. However, it requires some formatting improvements for better clarity and readability. The content should be organized with consistent HTML tags, proper separation of sections, and removal of redundant or misplaced text. Here is a refined version:

Senior Customer Support Engineer, London

Client: SCC

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 78d8c772f7ff

Job Views: 4

Posted: 17.06.2025

Expiry Date: 01.08.2025

Job Description

Contract Type: Permanent, full time

Salary Package: £, to £, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year

Hours: am – pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs.

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and lifelong learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

This role requires a full UK Driving Licence.

Role Purpose

To provide support for IT hardware and software products within the required Service Level Agreement (SLA). Provide technical support to staff in Managed Services and incident management of major system outages. Work efficiently and proactively to deliver IT support to a dedicated customer. This role may also include site or client-specific tasks and responsibilities.

Key Responsibilities

• Feed back to the SDM any site-related problems or positive correspondence.
• Monitor call queues on client systems to ensure SCC meets contractual obligations.
• Project manage and lead major system outage situations on customer sites, including temporary management of staff to resolve incidents.
• Provide technical support to other Managed Services functions.
• Repair and maintain hardware (Servers, PCs, Laptops, Printers, peripherals).
• Complete software incidents according to customer/manufacturer procedures.
• Install hardware to specifications; complete IMACs accordingly.
• Utilize client systems to update calls and achieve SLA targets.
• Achieve KPI targets.
• Embrace new technologies and adapt to change.
• Adhere to local Fire, Security, and Health & Safety regulations.
• Ensure incidents are processed on the call management system.
• Perform other reasonable tasks as assigned.
• Comply with policies and take responsibility for health & safety.

Skills and Experience

• Laptop/Desktop setup and use
• General hardware knowledge
• Knowledge of current IT issues
• Experience with networked systems, service desk, problem solving
• Proficiency in Microsoft Windows and Office products
• Knowledge of industry-standard hardware
• Understanding of IT best practices and procedures
• General understanding of ITIL terminology and practices
• Customer focus
• Remote assistance skills