Technology & Change
Location
Walsall
Hours Per Week
40
Competitive salary
Careers Site Advertising End Date
28 Jan 2022

About The Role

HomeServe is currently looking to recruit a Technical Support Engineer to join our Technology & Change team in our Walsall Head Office. 

The primary purpose of the Technical Support Engineer (TSE) is to work as a cohesive unit to assist users across HML to resolve Incidents, Service Requests and enquiries for hardware, software and access. Our users are split between home, the office and in the case of our Engineers, the field

Taking direction from the Internal IT Manager and the Assistant, The TSE team will work closely with the wider technical team where there are shared responsibilities, opportunities for efficiency or points of technical escalation.

General workload will be made up of 1st and 2nd line support, with all team members required to work across the spectrum of support provided to the user in order to provide a first class customer experience for the end user.

The TSE is a role that has a wide breadth of knowledge and the role holder should actively seek to acquire new skills within the role. There is plenty of scope to progress - an expert in the role will be adept at everything from Access Management to helping users at the first point of contact right through to more complex technical support and advice. All TSEs will have a passion for Customer Service.
 
  • Be the first point of contact for users to resolve Incidents, Service Requests and enquiries for hardware, software and access, ensuring all activity is logged on the ITSM system.
  • Respond and react to user’s needs via phone, chat, ITSM portal, email and in person.
  • Establish the impact and urgency of a user’s ticket, ensuring all relevant details are accurately captured and logged on the ITSM tool.
  • Make an initial assessment of the information provided and identify if immediate corrective action can be undertaken at the point of first contact. Otherwise agree the next steps and course of action with the user.
  • In the event of a Major Incident, ensure triage is thorough and business communications are created, checked and sent to the required standard in line with the relevant process, engaging the Major Incident Manager as necessary.
  • Own end to end customer satisfaction as each incident or service request progresses through the full life cycle, including with resolver groups.
  • Make use of existing, and create new knowledge base/ self help articles and guides to maximise the level of service provided. These may be used by both technical and business users.
  • Take ownership for all tickets in the ITSM tool, ensuring timely updates are made as required and that escalations are made if needed. Before closure of tickets, contact should be made with the user to verify the resolution.
  • Perform - remotely where possible - fixes at the desktop level, including installing and upgrading software and physical equipment issues.
  • As the closest link to end users, identify common issues/trends with recommendations for service improvements in training, technical fixes, process and communication.
  • As well as on site and face to face support, work to remotely resolve user's Incidents and Service Requests.
  • Where remote assistance is not possible or has failed, perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
  • Use technical experience, tools and skills to identify common issues/trends and make recommendations for service improvements regarding training, technical fixes, process and communication. The TSE should collaborate with other teams in Tech and Change to remove common causes of incidents and the resolution of Problems where relevant.

About You

What experience is needed in order to be able to do the job?

Essential

  • Genuinely want to deliver 1st class customer service.
  • Ability to work in a busy environment with a desire to learn new skills.
  • Exceptional interpersonal skills and a passion for Customer service.
  • A clear and calm communicator, able to deal with people at all levels of the organisation, up to and including Exec.
  • A methodical approach with strong documentation skills.
  • Good general technical skills across a range of technologies used by HML.
  • Working within a fast paced forward thinking function.
  • Experience of supporting end user computing and device lifecycle management.

Desirable

  • Experience of Active Directory, supporting AD and Windows 10.
  • Experience using and supporting G suite.
  • Understanding of IT technologies and support principles.
  • Mobile Device setup for Android and IOS.
  • Experience of using the Remedy Service Desk Tool.
  • Understanding of ITIL v3.
  • Familiar with Azure Cloud Services .

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