Senior Support Engineer

Cloud Decisions; Stafford; On-site; GBP 23,000 - 28,000; Full time

Job summary

A prominent tech solution provider in Stafford is seeking a Senior Support Engineer to deliver high-quality support to enterprise clients. The role focuses on triage, escalation, and documentation while working in an exciting environment fostering growth. Ideal for candidates with customer service skills and 1st Line Service Desk experience. Competitive salary of £28K plus benefits is offered.

Benefits

Focused career progression

Birthday Leave

Private medical cover

Qualifications

• Must hold or be able to achieve and maintain NPPV3 with SC.
• Passion for IT and desire to progress.
• Work to strict SLAs and ensure case information is accurate.

Responsibilities

• Answer calls and emails rapidly ensuring that support tickets are raised appropriately.
• Provide consistent and coherent case updates daily.
• Analyze root cause for Major Incidents and make recommendations.

Skills

Customer service skills

Knowledge of ITIL ServiceDesk environment

Windows 10/11 knowledge

Documentation ability

1st Line Service Desk experience

Tools

Microsoft Office (Word, Outlook, PowerPoint, Excel)

Job description

Senior Support Engineer | to £28K + Benefits | Stafford

Cloud Decisions have partnered with a successful Microsoft Partner with a deep product knowledge of Microsoft Technologies and over 16 years Microsoft Expertise. Our client are a multi award winning Microsoft Cloud Solution Gold Partner + leading Azure Expert MSP. Their exciting and fast-moving environment fosters growth for all team members allowing their team to continually learn new things, take new opportunities, while working with the very best in the industry. They are currently seeking a Senior Support Engineer to join their team of experienced engineers working across a range of large-scale enterprise clients across a variety of sectors to deliver true value within Business and Digital Transformation as well as Cloud Consulting Services.

Overview

Role: Senior Support Engineer. Location: Stafford. Salary: to £28K plus Benefits. The role focuses on delivering high-quality support to enterprise clients, ensuring effective triage, escalation, documentation, and communication throughout the support lifecycle.

Responsibilities

• Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately
• Work with the 2nd line team for tickets that require escalation after appropriate due-diligence
• Provide consistent and coherent case updates and administration daily
• Perform triage to gather relevant information to aid in case resolution
• Coordinate support queries and requests
• Maintain knowledge base for all encountered issues
• Update customers on all stages of support calls, from logging, research, action plan, escalation to resolution
• Publish customer-facing technical information such as best practice guides and FAQs
• Provide reports and statistical analysis on issues reported and resolved for use by account management and technical teams
• Analyze root cause for Major Incidents and make cross-platform recommendations
• Conform to the change management process for internal and customer environments
• Ensure that agreed SLAs with customers are met
• Perform mystery shopper calls within the team to audit service quality
• Identify opportunities for productivity enhancements within the team
• Ensure defined Case management processes are followed
• Maintain high quality written and verbal communication with customers
• Perform monthly reviews with engineers and contribute to team development
• Ensure cases are escalated between internal teams within SLA parameters
• Provide daily case updates to end users/customers
• Ensure cases are assigned to the correct customer resolver groups
• Understand and contribute to capacity requirements to deliver a high level of service
• Work to reduce negative CSAT/NPS scores
• Track engineers' workload to ensure fair distribution of case work
• Log all cases accurately within the ITSM system

Requirements

• Must hold or be able to achieve and maintain NPPV3 with SC
• Excellent customer service skills
• Passion for IT and desire to progress
• Knowledge of the ITIL ServiceDesk environment
• Strong documentation ability for technical documents and customer communication
• Ability to follow policies, procedures, controls and workflows
• Work to strict SLAs and ensure case information is accurate and current
• Working knowledge of Windows 10/11
• Solid understanding and ideally qualified in the use of Office products (Word, Outlook, PowerPoint, Excel)
• Minimum of 2-3 years 1st Line Service Desk experience
• Experience in working with third parties and triaging priorities

What’s in it for you?

Not only will you be working with one of the UK's rapidly growing and heavily invested Microsoft Cloud Solution Provider, you’ll have access to an industry-leading benefits programme including but not limited to:

• Focused career progression plans with continued investment into MS Accreditations and training
• Birthday Leave
• Private medical cover with mental health and dental upgrade
• Employee Discounts

Get in touch with Megan White-Jones | 07928682648 | [e-mail] | LinkedIn

Cloud Decisions are proud to be selected by Microsoft UK for their 'Partner Talent Services' initiative. We are able to connect you with some of the best Microsoft cloud career opportunities within the Partner ecosystem. Our Talent Specialists are also Microsoft certified in Azure, Microsoft 365, Azure Data + AI, Power Platform, Security and Dynamics 365, allowing us to have conversations at depth with you about your technical experience. Whether this role is right for you or not we can also connect you with other opportunities to suit your background in to all 6 Microsoft solution areas.