Technical Support Engineer

Sulaiman Alqudaibi Co. For GRP & Plastic Products; Hull and East Yorkshire; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology services company in the UK seeks an experienced Technical Support Engineer to provide support across IT systems. The role includes customer engagement, troubleshooting issues, and ensuring timely service resolution. Ideal candidates have strong communication skills and a thorough understanding of ITSM practices. This position offers excellent annual leave, personal development programs, and a performance bonus.

Benefits

26 days of annual leave

Employee Assistance Programme

Performance bonus

Qualifications

• Good knowledge of enterprise-level IT systems and services.
• Ability to troubleshoot issues across IT infrastructure systems.
• Methodical and logical approach to problem-solving.

Responsibilities

• Provide technical support to customers and their end-users.
• Act as a technical escalation route to the 1st line Service Desk.
• Logging incidents and escalating when necessary.
• Creating and updating training materials and knowledge base articles.
• Ensure timely resolution of incidents in line with SLAs.

Skills

Troubleshooting

Communication

ITSM practices

Interpersonal skills

Job description

Role Introduction

We are looking for an experienced Technical Support Engineer who will be based at one of our customers sites in the Leeds area to provide technical support across desktop, mobile, networking and other IT infrastructure systems. You will be customer obsessed and able to demonstrate this through all your work ensuring we deliver an excellent service and meet agreed SLAs.

What You Will Do

• As a Technical Support Engineer you will provide technical support to one of our customers and their end-users.
• When appropriate, you will act as a technical escalation route to our 1st line Service Desk.
• Logging incidents, service requests, changes and problem tickets in our support platform escalating where necessary
• Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved, or escalation is required, retaining ownership throughout the lifecycle of the ticket.
• Creating / updating training materials, runbooks and knowledge base articles
• Ensuring timely resolution of incidents in line with Service Level Agreements (SLAs).
• Remain customer obsessed throughout all your work to ensure the highest levels of customer satisfaction.

What You Will Have

• As a Technical Support Engineer, you will have the ability to troubleshoot issues across networking, desktop, mobile and other IT infrastructure systems using a methodical and logical approach.
• A good understanding and knowledge of ITSM practices and procedures
• Good knowledge of enterprise-level IT systems and services
• Experience in co-ordination of issue resolution to agreed service levels and targets
• The ability to self-organise and prioritise workload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

What We Do For You

Wellbeing focused Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth

Regardless of where you are at in your career, were committed to enabling your growth personally and professionally

• Development Programmes From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing

We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance Providing you with support and assistance when you need it most

Recognition

Highlighting and rewarding the great work our people do

• Performance & Talent Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference

we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here

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