IT Technical Support Engineer Job in Chippenham Sn15 1Dn, South West Uk
Introduction Overview of Requierment
The purpose of this document is to define our needs to employ a new IT support engineer.
Based in Chippenham, Avagio IT Services are a small but growing and successful IT support and outsourcing company. Last year, Avagio received the award of Finalists at the Wiltshire Business Awards for the third year running.
Due to continuous growth, we are now looking for an excellent IT support engineer to join our small team.
We see this as a great opportunity for the successful candidate to work with and learn from our team of highly talented and experienced engineers and there is a great opportunity for the right individual to contribute to and benefit from the companies long term success.
Our culture, is work hard for the company and it will reward you. If you do not have the capacity for hardwork and going the extra mile when required, please do not bother applying.
Purpose of Role
Provide 1st line technical support services (and other responsibilities as abilities allow) and execute processes to ensure that all Avagio clients perceive and receive excellent customer service and solutions.
Key Responsibilities
- Proactively and reactively deliver 1st line technical support as required to meet the contractual Client SLA.
- Maintain and update internal client documentation and database systems in a consistent and timely manner.
- Participate in a monthly 24x7 on call shift rota.
- Ensure client satisfaction is achieved and maintained.
- Demonstrate an overall awareness of quality issues and a commitment to continuous quality improvement.
- Be aware of commercial opportunities with existing and prospective clients.
- Contribute to operational issues.
- Utilise available resources efficiently.
- Contribute to an environment that fosters open communication and trust with all team members, clients and other stakeholders.
Key Relationships
External: - Clients
Suppliers
Contractors
Prospects
Internal: - Avagio office team
This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The successful candidate will be expected to fully participate in such a process if required to positively develop the role. Personal Specification
The following list is an attempt to define the key attributes we require in successful candidate.
- Pass online technical test.
- Networking understanding – fundamental TCP/IP, NAT, SMTP/POP, etc
- Solid XP/Vista/Win 7 experience
- Windows server (and preferably SBS 20032008 although not essential) and Exchange support experience including some installation and/or project design.
- Familiar with standard windows AD, IIS, and Exchange administration – creating users etc.
- Familiarity with backup software, and standard system check processes.
- Solid hardware understanding, including PCs, Server RAID etc
Personal
- Own car with full license.
- Have level of flexibility with regard to outside hours working – must be willing to participate in out of hours shift rota.
- Be able to work on own initiative and show leadership potential.
- Have a "can do attitude" and contribute to a "winning" culture in the team.
- Be able to communicate clearly orally and via writing to Avagio staff, suppliers and clients.
- Understand clients IT priorities and the impact on their business.
- Understand and display true customer service principals – i.e. doing what you say you will do, understanding our clients point of view, changing their style of communicating in order to be understood; remaining calm at all times; knowing when to escalate a problem to an Avagio manager.
- Can handle routine - Complying with Avagio routine processes – i.e. backup checks, logging calls etc
- Tenacious when dealing with difficult tech problems - able to find the answer somehow. (I.e. seeking help from 3rd party support, engaging other Avagio engineers, etc.
- Be open, honest and have sense of humour – match the Avagio culture.
- Potential – able to acquire new skills quickly; become an irreplaceable asset for Avagio, and desire long term success as the company grows.
- Physically healthy – able to lift PCs, servers, crawl under desks etc.
The Package
- Salary in the range £20,000 to £25,000 including shift allowance.
- Holiday initially twenty days plus statutory bank holidays.
- Support with engineering qualifications (ie MCSE)
- Three month probationary period.
- Opportunity to share in bonus schemes and other incentives in the longer term.
- Travel expenses are reimbursed. Please note personal transport is required.
