IT Customer Support Engineer - West London
My client, a hight profile media company, is looking for a IT Customer Support Engineer to join their team in West London.
JOB PURPOSE: To provide computer hardware and software support services to BBC Worldwide.
REPORTS TO: Senior IT Support Analyst or Helpdesk Manager
DIMENSIONS:
* Not regularly responsible for directing the activities of, or managing, other members of Staff.
* Does not have budget management responsibility
* Requires independent working without significant direction from supervisor.
* Is regularly required to diagnose and resolve issues and problems independently
ACCOUNTABILITIES:
1. To handle and log telephone queries from all users across the business, ensuring these are resolved and meet the needs of the customer, in line with agreed service targets for Response and Fix.
2. Interpret information provided by non-technical users so that root cause analysis can be identified in order to resolve the issue.
3. Provide a face to face solution service to users when issues cannot be resolved easily over the telephone.
4. To work quickly to diagnose and resolve critical incidents that prevents users across the business from working in order to maintain business continuity.
5. To liaise with 3rd party suppliers, other technology partners and internal service providers where necessary to resolve problems or to implement new services.
6. To develop
7. To develop and maintain a detailed knowledge of computer hardware, networking and video conferencing technology.
8. To recommend, evaluate, set up and install new hardware and new software.
9. To assist in the procurement of approved hardware and software assets and keep accurate details of these.
10. To alert supervisors to any problems that cannot be resolved within agreed service targets in order that alternatives can be explored so that the user’s requirements are still met.
NATURE AND SCOPE:
a) JOB CONTEXT
Reports either to the Helpdesk Manager in the Helpdesk team or a Senior IT Support Analyst in the Customer Support or Project Support teams within the Service Management team in Central IT. The Service Management Team provides support services through the Computer Helpdesk, the Customer Support team and the Project Support team.
b) PROBLEMS FACED
Dealing with incidents that require liaison with customers, colleagues in IT and 3rd party suppliers to provide a satisfactory solution to customers in the business.
Conflicting demands on time due to urgent or critical incidents.
Dealing with difficult and demanding customers often at a senior level within the organisation both on the phone and face to face and so good interpersonal skills are crucial.
c) PLANNING AND ORGANISATION
With some guidance from the Senior IT Support Analyst or Helpdesk Manager the Customer Support Engineer is expected to plan and manage their own time to ensure that all Incidents meet the agreed Service Targets.
To manage a queue of Incident calls with different priorities and resolution requirements.
d) DIRECTION RECEIVED
Customer Support Engineers are expected to regularly make technical decisions on how best to resolve and Incident. Incidents are escalated to the Senior IT Support Analyst or Helpdesk Manager only when necessary. The Customer Support Engineer will often acquire a technical knowledge of that is more detailed than their supervisor. There are approximately 400 software products and the individual needs to have knowledge of most of these if they are to be effective in their role. Therefore the role requires someone who can learn quickly and retain technical information including different processes depending on which system they are working on.
e) WORKING CONTACTS
Customer Support Engineers work with colleagues in Central IT and users from all business areas on a daily basis both on the telephone and face to face and so need to have good interpersonal skills.
Customer Support Engineers may be required to work with any member of Central IT, customers within any business area and third party suppliers to maintain IT services.
ESSENTIAL KNOWLEDGE AND EXPERIENCE:
An exposure to and knowledge of computer systems gained from experience working in an IT support role or examination passes for a Level 1 Customer Support Engineer.
Level 1 CSE - Have passed or studying for, with an intention to pass within 6 months of appointment, the following industry exams:
CompTIA A+
Microsoft Certified Desktop Support Technician (MCDST)
Level 2 CSE- Have passed the industry exams at Level 1 and additionally passed the following:
Microsoft Office Specialist in at least one of MS Word 2003, MS Outlook 2003, MS Excel 2003 or MS PowerPoint 2003
Information Technology Infrastructure Library (ITIL) Foundation
Detailed knowledge and experience of solving issues with software in use at BBC Worldwide - e.g. SAP, ECS, Adobe software, CILS, SPS.
Level 3 CSE- Have passed all the industry exams at Level 1 and 2 and additionally passed the following:
MS Excel and MS Word exams at Expert level (Master Certification)
Excellent interpersonal skills and the ability to deal with customers at all levels of seniority.
Excellent written and verbal communication skills.
This is a fantastic opportunity, please respond for more details.Image may be NSFW.
Clik here to view.![]()
My client, a hight profile media company, is looking for a IT Customer Support Engineer to join their team in West London.
JOB PURPOSE: To provide computer hardware and software support services to BBC Worldwide.
REPORTS TO: Senior IT Support Analyst or Helpdesk Manager
DIMENSIONS:
* Not regularly responsible for directing the activities of, or managing, other members of Staff.
* Does not have budget management responsibility
* Requires independent working without significant direction from supervisor.
* Is regularly required to diagnose and resolve issues and problems independently
ACCOUNTABILITIES:
1. To handle and log telephone queries from all users across the business, ensuring these are resolved and meet the needs of the customer, in line with agreed service targets for Response and Fix.
2. Interpret information provided by non-technical users so that root cause analysis can be identified in order to resolve the issue.
3. Provide a face to face solution service to users when issues cannot be resolved easily over the telephone.
4. To work quickly to diagnose and resolve critical incidents that prevents users across the business from working in order to maintain business continuity.
5. To liaise with 3rd party suppliers, other technology partners and internal service providers where necessary to resolve problems or to implement new services.
6. To develop
7. To develop and maintain a detailed knowledge of computer hardware, networking and video conferencing technology.
8. To recommend, evaluate, set up and install new hardware and new software.
9. To assist in the procurement of approved hardware and software assets and keep accurate details of these.
10. To alert supervisors to any problems that cannot be resolved within agreed service targets in order that alternatives can be explored so that the user’s requirements are still met.
NATURE AND SCOPE:
a) JOB CONTEXT
Reports either to the Helpdesk Manager in the Helpdesk team or a Senior IT Support Analyst in the Customer Support or Project Support teams within the Service Management team in Central IT. The Service Management Team provides support services through the Computer Helpdesk, the Customer Support team and the Project Support team.
b) PROBLEMS FACED
Dealing with incidents that require liaison with customers, colleagues in IT and 3rd party suppliers to provide a satisfactory solution to customers in the business.
Conflicting demands on time due to urgent or critical incidents.
Dealing with difficult and demanding customers often at a senior level within the organisation both on the phone and face to face and so good interpersonal skills are crucial.
c) PLANNING AND ORGANISATION
With some guidance from the Senior IT Support Analyst or Helpdesk Manager the Customer Support Engineer is expected to plan and manage their own time to ensure that all Incidents meet the agreed Service Targets.
To manage a queue of Incident calls with different priorities and resolution requirements.
d) DIRECTION RECEIVED
Customer Support Engineers are expected to regularly make technical decisions on how best to resolve and Incident. Incidents are escalated to the Senior IT Support Analyst or Helpdesk Manager only when necessary. The Customer Support Engineer will often acquire a technical knowledge of that is more detailed than their supervisor. There are approximately 400 software products and the individual needs to have knowledge of most of these if they are to be effective in their role. Therefore the role requires someone who can learn quickly and retain technical information including different processes depending on which system they are working on.
e) WORKING CONTACTS
Customer Support Engineers work with colleagues in Central IT and users from all business areas on a daily basis both on the telephone and face to face and so need to have good interpersonal skills.
Customer Support Engineers may be required to work with any member of Central IT, customers within any business area and third party suppliers to maintain IT services.
ESSENTIAL KNOWLEDGE AND EXPERIENCE:
An exposure to and knowledge of computer systems gained from experience working in an IT support role or examination passes for a Level 1 Customer Support Engineer.
Level 1 CSE - Have passed or studying for, with an intention to pass within 6 months of appointment, the following industry exams:
CompTIA A+
Microsoft Certified Desktop Support Technician (MCDST)
Level 2 CSE- Have passed the industry exams at Level 1 and additionally passed the following:
Microsoft Office Specialist in at least one of MS Word 2003, MS Outlook 2003, MS Excel 2003 or MS PowerPoint 2003
Information Technology Infrastructure Library (ITIL) Foundation
Detailed knowledge and experience of solving issues with software in use at BBC Worldwide - e.g. SAP, ECS, Adobe software, CILS, SPS.
Level 3 CSE- Have passed all the industry exams at Level 1 and 2 and additionally passed the following:
MS Excel and MS Word exams at Expert level (Master Certification)
Excellent interpersonal skills and the ability to deal with customers at all levels of seniority.
Excellent written and verbal communication skills.
This is a fantastic opportunity, please respond for more details.Image may be NSFW.
Clik here to view.