Senior Support Engineer

Our consultancy client are looking for an experienced senior support engineer to help support one of their major clients from their service centre in Birmingham (3 days per week). As well as taking on BAU EUC support activities, you will act as the operational day to day lead for the rest of the team.  You will be responsible for providing first class customer service in alignment with technical skills, be proactive in nature and look to lead and drive operational improvements into the team reflecting an excellent service to the client. As a people person, you’ll use core customer service skills and ability to communicate confidently to articulate issues and resolutions to all different layers of stakeholders within the clients you will be supporting and provide a support network for your colleagues which will be of great importance to make sure productivity and morale remains high and the client sees a resilient and robust service.

You will be responsible for general requirements, which include but are not limited to the following:

• Driving high levels of customer service and satisfaction.
• Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
• Ensure excellent verbal and written communications are applied at all times.
• Ensure appropriate and up-to-date documentation is maintained at all times.

• Act as an escalation point for the team.
• As the lead, provide day to day support for the team.
• Confirm processes are followed and improved as and when needed.
• Provide feedback into the servicetechnical leads as and when required.
• Lead customer service improvements via the team through to completion.
• Provide agreed ad-hoc support for the client when agreed.
• Make sure the team conform to the service models in place.

• Operating Systems Windows and MAC OSX
• Office Suites
• Web browsers
• Project Management Tools
• Communication platform
• All line of business applications