Support Engineer

SI ICT; Full Sutton; Remote; GBP 32,000 - 42,000; Full time

Job summary

SI ICT is seeking a skilled Support Engineer for a remote, full-time role. You will manage escalated tickets to resolution, communicate effectively with customers, and mentor the Service Desk team. A strong work ethic and commitment to service excellence are essential.

Gain exposure to cloud technologies, participate in project work, and support customers remotely across the UK. The role offers a full-time schedule with remote-friendly options and growth through exams and certifications.

Qualifications

• Experience in 2nd or 3rd line IT support is required.
• Microsoft, Google and/or AWS certifications are advantageous.
• Excellent communication with customers.
• Ability to mentor junior staff.
• Solid understanding of cloud technologies.

Responsibilities

• Answer overflow calls and ensure tickets are raised and categorised.
• Provide a polite, reliable point of contact for customers.
• Update customers with ongoing progress for each issue.
• Maintain timely ticket updates in the service desk system.
• Take ownership of tickets through full lifecycle.

Skills

Customer service

Communication

Problem solving

Time management

Organised

Team mentoring

Attention to detail

Willingness to learn

2nd/3rd line IT support

Cloud technologies

Tools

Microsoft

Google

AWS

Job description

About The Role

Support Engineer – Remote – Full Time Position

Job Description

As a support engineer you will be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within SI ICT is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical.

SI ICT - London, United Kingdom

A support engineer is expected to expand their skillset through ongoing learning resulting in the taking and passing of relevant technical examinations

Responsibility

• Answer overflow calls ensuring that support tickets are raised and categorised appropriately.
• Provide a re-assuring, polite and friendly point-of-contact for our customers.
• Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
• Proactive and complete time and ticket update entry within the support desk ticketing system
• Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
• Ensure customer documentation and process guides are regularly updated as required
• Capability to follow change control procedures at all times
• Change request management through the full life cycle
• Provide expert technical assistance to our client base
• Provide expert technical assistance and mentoring to the Service Desk team
• Ensure constant ongoing understanding of Cloud technologies and associated platforms
• Invest time into taking and passing technical examinations as agreed with your line manager
• Deliver exemplary customer service
• Collaborate with suppliers to resolve issues
• Provide out-of-hours technical support as required
• Delivery of remote project and implementation tasks
• Technical assistance for new customer acquisitions
• Support the new customer journey
• Critical incident management and root cause analysis
• Internal process development, deployment, and training
• Knowledge transfer and development of team colleagues
• Identify opportunities for improvement within customer environments
• Ensure the wider Service Desk team are updated on new and retiring (deprecated) technologies
• Attendance at customer sites to provide on-site technical support may be required
• Meet assigned individual key-performance-indicators (KPI’s)
• Ensure that personal time management is of the highest priority and that punctuality is a key focus

Qualifications

• A strong work ethic
• An unwavering dedication to delivering service excellence
• The ability to create and maintain exceptional working relationships
• Creative thinking and problem solving
• High levels of organisation.

We’re also looking for Support Engineer’s with the following:

• Excellent customer-facing and service skills
• Ability to connect with customers and build rapport
• Excellent written and verbal communication
• Self-motivation
• Organised and punctual
• Creative problem-solving
• Capability to work effectively within a team, along with mentoring of juniors
• Extreme attention to detail
• Willingness to learn
• Experience as a 2nd or 3rd line IT support/service desk role required
• Certified in Microsoft, Google and/or AWS is advantageous

Working with SI ICT

SI ICT is a fast growing IT and Digital Consultancy company that provides solutions across multiple sectors. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.

Support Engineer – Remote – Full Time Position

As a support engineer you will be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within SI ICT is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical.

A support engineer is expected to expand their skillset through ongoing learning resulting in the taking and passing of relevant technical examinations

Responsibility

• Answer overflow calls ensuring that support tickets are raised and categorised appropriately.
• Provide a re-assuring, polite and friendly point-of-contact for our customers.
• Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
• Proactive and complete time and ticket update entry within the support desk ticketing system
• Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
• Ensure customer documentation and process guides are regularly updated as required
• Capability to follow change control procedures at all times
• Change request management through the full life cycle
• Provide expert technical assistance to our client base
• Provide expert technical assistance and mentoring to the Service Desk team
• Ensure constant ongoing understanding of Cloud technologies and associated platforms
• Invest time into taking and passing technical examinations as agreed with your line manager
• Deliver exemplary customer service
• Collaborate with suppliers to resolve issues
• Provide out-of-hours technical support as required
• Delivery of remote project and implementation tasks
• Technical assistance for new customer acquisitions
• Support the new customer journey
• Critical incident management and root cause analysis
• Internal process development, deployment, and training
• Knowledge transfer and development of team colleagues
• Identify opportunities for improvement within customer environments
• Ensure the wider Service Desk team are updated on new and retiring (deprecated) technologies
• Attendance at customer sites to provide on-site technical support may be required
• Meet assigned individual key-performance-indicators (KPI’s)
• Ensure that personal time management is of the highest priority and that punctuality is a key focus
• A strong work ethic
• An unwavering dedication to delivering service excellence
• The ability to create and maintain exceptional working relationships
• Creative thinking and problem solving
• High levels of organisation.

We’re also looking for Support Engineer’s with the following:

• Excellent customer-facing and service skills
• Ability to connect with customers and build rapport
• Excellent written and verbal communication
• Self-motivation
• Organised and punctual
• Creative problem-solving
• Capability to work effectively within a team, along with mentoring of juniors
• Extreme attention to detail
• Willingness to learn
• Experience as a 2nd or 3rd line IT support/service desk role required
• Certified in Microsoft, Google and/or AWS is advantageous

Working with SI ICT

SI ICT is a fast growing IT and Digital Consultancy company that provides solutions across multiple sectors. We are focused on creating an inclusive environment where our employees thrive based upon integrity, strong work ethic, a one-team ethos, desire to learn and develop and a commitment to deliver unwavering service excellence to our customers, vendors and partners. Therefore, first and foremost we recruit with our cultural fit in mind.