Senior Customer Support Engineer

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior Customer Support Engineer to join their team in London. This role involves providing exceptional technical support for IT hardware and software, ensuring service level agreements are met while managing incidents and outages. You'll work in a hybrid environment, benefiting from flexible hours and a supportive workplace culture that emphasizes career development. If you are passionate about technology and customer service, this position offers a unique opportunity to grow within Europe's largest privately-owned IT company.

Benefits

Flexible benefits scheme

Paid volunteering days

Hybrid working options

Career development opportunities

Qualifications

• Strong customer service skills with a focus on IT support.
• Experience in managing hardware and software incidents efficiently.

Responsibilities

• Provide technical support for IT hardware and software products.
• Monitor call queues and ensure SLA targets are met.
• Repair and maintain hardware including servers and laptops.

Skills

Laptop/Desktop setup and use

General hardware knowledge

Awareness of current IT issues

Experience with networked systems

Proficient in Microsoft Windows and Office products

Knowledge of industry-standard hardware

Understanding of IT best practices and procedures

Basic knowledge of ITIL terminology and practices

Customer-focused approach

Remote assistance skills

Job description

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Here's the refined version:

Senior Customer Support Engineer, London

Client: SCC

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 78d8c772f7ff

Job Views: 11

Posted: 26.04.2025

Expiry Date: 10.06.2025

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, 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, handle incident management of major system outages, and deliver IT support services efficiently and proactively 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 contractual obligations are met.
• Project manage and lead major system outage situations on customer sites, including temporary management of staff if needed.
• Provide technical support to other Managed Services functions.
• Repair and maintain hardware (Servers, PCs, Laptops, Printers, peripherals).
• Complete software incidents following customer and manufacturer procedures.
• Install hardware and complete IMACs to specifications.
• Utilize client systems to update calls in real-time to meet SLA targets.
• Achieve KPI targets.
• Embrace new technologies and adapt to change.
• Follow all local site-specific Fire, Security, and Health & Safety regulations.
• Ensure incidents are processed on the appropriate call management system.
• Perform other reasonable requests from management.
• Comply with all policies and take responsibility for health & safety in the workplace.

Skills and Experience

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