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- Tasks: Support IT hardware and software, manage incidents, and ensure customer satisfaction.
- Company: Join SCC, Europe's largest privately-owned IT company with a focus on inclusivity.
- Benefits: Enjoy a competitive salary, flexible working hours, and paid volunteering days.
- Why this job: Be part of a dynamic team, embrace new tech, and grow your career in IT.
- Qualifications: Experience with hardware, network systems, and a customer-focused approach required.
- Other info: A full UK Driving Licence is necessary for this role.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 78d8c772f7ff
Job Views: 11
Posted: 26.04.2025
Expiry Date: 10.06.2025
Contract Type: Permanent, full time
Salary Package: £, to £, plus large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours: am – pm, Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement, providing flexibility around your personal needs.
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and lifelong learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
This role requires a full UK Driving Licence.
Role Purpose
To provide support for IT hardware and software products within the required Service Level Agreement (SLA). Provide technical support to staff in Managed Services, handle incident management of major system outages, and deliver IT support services efficiently and proactively to a dedicated customer. This role may also include site or client-specific tasks and responsibilities.
Key Responsibilities
- Feed back to the SDM any site-related problems or positive correspondence.
- Monitor call queues on client systems to ensure contractual obligations are met.
- Project manage and lead major system outage situations on customer sites, including temporary management of staff if needed.
- Provide technical support to other Managed Services functions.
- Repair and maintain hardware (Servers, PCs, Laptops, Printers, peripherals).
- Complete software incidents following customer and manufacturer procedures.
- Install hardware and complete IMACs to specifications.
- Utilize client systems to update calls in real-time to meet SLA targets.
- Achieve KPI targets.
- Embrace new technologies and adapt to change.
- Follow all local site-specific Fire, Security, and Health & Safety regulations.
- Ensure incidents are processed on the appropriate call management system.
- Perform other reasonable requests from management.
- Comply with all policies and take responsibility for health & safety in the workplace.
Skills and Experience
- Laptop/Desktop setup and use
- General hardware knowledge
- Awareness of current IT issues
- Experience with networked systems, service desk, problem solving
- Proficient in Microsoft Windows and Office products
- Knowledge of industry-standard hardware
- Understanding of IT best practices and procedures
- Basic knowledge of ITIL terminology and practices
- Customer-focused approach
- Remote assistance skills
Senior Customer Support Engineer employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description. Since this role requires knowledge of hardware, networked systems, and ITIL practices, brushing up on these areas will help you speak confidently during interviews.
✨Tip Number 2
Network with current or former employees of SCC to gain insights into the company culture and expectations for the Senior Customer Support Engineer role. This can provide you with valuable information that may not be available in the job description.
✨Tip Number 3
Prepare for the two-stage interview process by practising common technical support scenarios and problem-solving questions. Being able to demonstrate your thought process and approach to resolving issues will set you apart from other candidates.
✨Tip Number 4
Showcase your customer-focused approach by preparing examples of how you've successfully handled customer issues in the past. Highlighting your ability to manage incidents and maintain service levels will resonate well with the hiring team.
We think you need these skills to ace Senior Customer Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Senior Customer Support Engineer role. Focus on your technical support experience, knowledge of IT hardware and software, and any project management skills you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your ability to handle major system outages. Mention specific examples from your past experiences that demonstrate your problem-solving skills and customer-focused approach.
Highlight Relevant Skills: In your application, emphasise your proficiency in Microsoft Windows and Office products, as well as your understanding of IT best practices. Make sure to mention any experience with networked systems and remote assistance skills.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. Ensure that the formatting is consistent and that all information is clearly presented to enhance readability.
How to prepare for a job interview at TN United Kingdom
✨Showcase Your Technical Skills
As a Senior Customer Support Engineer, you'll need to demonstrate your technical expertise. Be prepared to discuss your experience with hardware and software troubleshooting, as well as any specific technologies mentioned in the job description. Highlight relevant projects or situations where you successfully resolved complex issues.
✨Understand the Company Culture
SCC prides itself on being an inclusive workplace. Research their values and culture, and think about how your personal values align with theirs. During the interview, express your enthusiasm for joining a company that prioritises inclusivity and employee development.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you managed major system outages or provided exceptional customer support. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the role, team dynamics, and opportunities for career development. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
