Client Support Engineer Level 1
Location: GdańskJob Summary
Reporting to the MMC Shift Team Leader, you will be part of the Service Operations Level 1 team, supporting Mission Critical infrastructure for Ensono’s clients, delivering a responsive and exceptional support service you’ll resolve complex technical client incidents and problems.
Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.
The 1st Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:
- Managing all tickets logged into the queue
- Managing client communication on all tickets
- Conducting proactive and reactive problem management
- Reducing the number of repeat issues through root cause analysis
- Building strong client relationships by becoming a point of contact for clients
- Working with internal departments to mitigate client concerns
Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.
Key Responsibilities
- Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
- Manage and complete scheduled tasks on time
- Ensure effective client communications take place
- Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
- Advise the Team Lead of emerging issues
- Adherence to ITIL processes
- Contribute documentation to the shared knowledge base
- Ensure all changes are documented through the change management process
- Execute change management tasks in line with defined processes
- Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
- Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
- Act as a role model and mentor for fellow team members
Knowledge
- An understanding of Infrastructure technologies including OS, Storage and Networking.
- Demonstrable experience of working in an IT infrastructure focused helpdesk role.
- General understanding of internet/ecommerce technology and its importance to organisations.
- Basic technical awareness of IT server infrastructure.
- Knowledge of the ITIL framework desirable.
- Additional preferred knowledge: VMware, ITIL, Scripting, Public Cloud.
Skills
- Excellent customer service skills
- Excellent demonstrable written and verbal communication skills.
- Confidence in liaising with other personnel
- Ability to multi-task and work well under pressure
- Good team working skill essential
- Ability to document processes and procedures in a clear, concise and logical manner.
- ITIL certification desirable
- Able to communicate in groups with confidence and conviction
Experience
- At least 12 months experience in an IT role i.e. Helpdesk
- Knowledge of a call management system and its function
- Knowledge of ITIL and its function within IT
