IT Support Engineer Job Merseyside

The role mainly consists of:

• Dealing with customer support requests plus system alarms/alerts according to priorityOnsite customer visits to resolve problems or assess requirements
• Providing technical advice over the phone and on-site
• Actively promote and sell service contracts, system upgrades and other services when in customer’s interest to do so
• Working alone for large stretches but also working as a team

You will be responsible for:

• Constant customer dialogue and interaction on phone
• Continue to move all outstanding issues/tasks along to completion in timely manner
• Meet promises and commitments – or renegotiate in advance if you must change your offering with good reason
• Repairing, tracking and returning faulty computer equipment
• Unpacking, assembling and testing new systems
• Ensuring that all equipment is cleaned before being returned to customer
• Managing electronic support tickets and logging of activities in the database
• Provide customers with realistic timescales for completion of work
• Ordering parts and equipment on behalf of customers
• Investigate faults and provide a brief fault report to the customer before undertaking repairs
• Providing technical and system usage advice to customers
• Perform other general administrative tasks
• Seek help, advice and information freely and urgently when needed

You will be experienced in the following technical aspects:

• Working usage and technical knowledge of SME & home technologies, including:

       - PC hardware faultfinding and repair

       - General PC and laptop troubleshooting

       - Hardware and software experience together with experience of peripherals and accessories. Particularly in relation to fault diagnosis

       - Upgrading hardware

       - Cloning drives, copying and backing-up data

       - Installation, configuration and maintenance of Microsoft Windows 9x and XP

       - Microsoft Office – all versions

       - Ethernet networking – maintenance and fault analysis/resolution

       - 80.22b/g/n WEP/WPA

       - ADSL/Cable/PSTN/ISDN

       - TCP/IP / Routers / VPN / Firewalls

       - Microsoft Windows Server 2000 and later

       - Microsoft Windows Small Business Server

       - Active Directory

       - POP/SMTP mail

       - Apple Mac (desirable)

       - Windows Vista (desirable)

Attributes:

You will need to be:

• A natural analytical and problem solving person and able to learn on the fly
• A confident communicator (including listening ability) and have a good telephone manner
• Self-motivated
• Keen to help and assist others
• Willing to learn
• Ambitious and hard working
• Well presented, outgoing and friendly
• Enthusiastic about technology and its use
• Someone with both academic and work experience in a computing discipline, qualified to at least GCSE or NVQ level 2. It would be a distinct advantage if you hold an A-level in computing or higher and hold either a CompTIA or Microsoft Certified Professional qualification.
• Able to show evidence of self-development/self-learning
• Keen to better yourself through constant learning and questioning
• Someone who has a sense of urgency – committed to delivering results
• In good health and holding a full, clean driving license.

Package:

Salary £17K to £20K dependent on experience (possibly more for exceptional candidates)

Holidays will be 20 days per annum plus Bank Holidays (although Bank Holidays may have to be taken on alternative days)