Technical Support Engineer

Technical Support Engineer Technical Support Engineer / IT Support Engineer. A London based IT solutions provider need a Technical Support Engineer / IT Support Engineer. Working as a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architects to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. The Technical Support Engineer / IT Support Engineer will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day). Technical Support Engineer / IT Support Engineer Responsibilities: * Respond to user software or hardware queries via email and telephone. * Support users through the required steps to resolve the issue. * Escalate to the relevant team if the issue cannot be resolved. * Update the ticketing system, ensuring all notes has been logged with the required actions. * Willingness to help, support and offer excellent service to customers and colleagues. What the Technical Support Engineer / IT Support Engineer will need: * GCSES grades from A* - C or 9 - 5. * Educated to College level (A-Levels or BTEC) in IT or equivalent. * Experience working within the IT industry, preferably within an MSP environment. * Experience using a service desk ticketing system to raise and manage service desk tickets. * Experience using remote management software to support end-users. * Experience supporting & administering Microsoft 365 via the 365 Admin Centre. * Experience supporting IT infrastructures including LAN & wireless networking. * Experience supporting desktops and servers across Windows & Mac OS. * Experience supporting peripherals such as printers & mobile phones. Technial Support Analyst expectations: * Confident & professional telephone manner with excellent written and verbal communication skills. * Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking. * Astute problem-solving skills with the ability to analyse data to reach conclusions. * Exceptional customer service skills including experience of dealing with diverse customer groups. * Ability to use online research tools and internal documentation to find resolutions. * Ability to remain calm under pressure during challenging times. * Ability to develop and maintain strong customer relationships. Technical Support Analyst benefits: * Salary range £35-50k * Internal career development and training plans for all team members via the Training Academy. * 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25. * Your birthday as a holiday each year on top of your holiday allowance. * Relaxed, modern working environment where we value pushing our analysts forward. * Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema. * Access to a healthcare portal including health checks and a 24/7, 365-day councillor. * Team challenges and prizes including employee of the month. * Workwear included to represent yourself and the brand. * Top-of-the-range computer equipment. * Regular company social activities. * Contributory pension scheme. Licence/Certification: * Full UK driver's license with access to own vehicle (required). Proactive People is an employment agency and employment business