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- Tasks: Provide face-to-face IT support and solve customer queries efficiently.
- Company: Join a dynamic team in Alexandria focused on enhancing customer experience.
- Benefits: Enjoy a permanent role with opportunities for growth and development.
- Why this job: Be part of a proactive culture that values problem-solving and customer satisfaction.
- Qualifications: IT background, customer support experience, and problem-solving skills required.
- Other info: Participation in an on-call rota for out-of-hours support is necessary.
The predicted salary is between 30000 - 42000 £ per year.
Our client based in Alexandria, Dunbartonshire, requires a permanent EUS Engineer to provide face-to-face on-site IT support to customers. This consists of answering ‘how to’ questions, providing a first-time fix where possible and offering the most appropriate and efficient solution. You will also have experience with datacentre or server rooms including network and server support.
This role is to provide face to face first line and second line support which will include technical advice (both proactive and reactive) to customers on queries and requests related to all aspects of application, desktop/mobile and network systems and to ensure that this support meets the established Service Level Agreements and quality standards in line with customer expectations. In addition to this you will provide hardware support, including configuration and replacement of devices.
There will be a requirement to take part in an on-call rota providing out of hours support when required by the customer/s. The most integral element of this role is the enhancement of Customer Experience which requires a positive, upbeat, and proactive ‘can do’ attitude.
Experience required:
- Appropriate IT background and experience
- Appropriate customer facing / user support experience
- Evidence of problem-solving skills
- Demonstrate excellent organisational skills
- Demonstrate a good understanding of a Desktop environment, PC technologies, desktop / server hardware and software architectures
- Experience working with ticketing systems such as ServiceNow
- Proficient with operating systems, Microsoft applications, Web browsers on PCs/laptops/mobile devices, including but not limited to:
- Windows 7 – 10 and 11
- Active Directory DFS
- M365 Admin (particularly SharePoint / Teams / Exchange/ Intune/ AAD)
- Office 365 / Office 2016 / Office 2013
- Internet Explorer, Edge, Chrome, Firefox
- Basic working knowledge of server infrastructure, cabling and networking
- Ability to identify and distinguish between hardware, software, network, and server problems
Any experience/exposure with the below would be a bonus:
- Basic Datacentre/ Server room - related to power, cooling, cabling, fibre routes ingress and egress.
- Networks: Hardware, Network Software, Core-Distribution-Edge switch physical and logical topology, VLAN management and configuration, wi-fi, Firewall and Firewall rules administration, monitoring & alerting.
- Compute: Hyper-V and VMs - build, configuration and recovery; multiple Windows Operating systems versions; storage array administration and configuration, NAS and files shares; desktops, laptops, printer configuration and administration. OS updates and gold image creation.
- Layered and third-party products, Active Directory & Group policies, Office 365, Cynet, NIMSoft
- Backups and data replication, Arcserve UDP configuration and administration.
- Business applications: Jonas, Sage, Scripting.
For more information please contact nicole.chapman@clickrecruiting.co.uk
End User Support Engineer (Alexandria) employer: Click Recruitment
Contact Detail:
Click Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land End User Support Engineer (Alexandria)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft applications and ticketing systems like ServiceNow. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Prepare examples of how you've enhanced customer experience in previous roles. Think about specific situations where your proactive attitude made a difference, as this aligns perfectly with what our client is looking for.
✨Tip Number 3
Brush up on your problem-solving skills by reviewing common IT issues and their solutions. Being able to articulate your thought process in troubleshooting scenarios can set you apart from other candidates.
✨Tip Number 4
Network with professionals in the IT support field, especially those who have experience in end-user support. They might provide insights or tips that could help you during the interview process, making you a more attractive candidate.
We think you need these skills to ace End User Support Engineer (Alexandria)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any customer-facing roles. Emphasise your problem-solving skills and familiarity with desktop environments, server hardware, and ticketing systems like ServiceNow.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and how your proactive attitude aligns with enhancing customer experience. Mention specific examples of how you've provided effective IT support in the past.
Showcase Technical Skills: Clearly outline your technical skills related to the job description, such as proficiency with Windows operating systems, Microsoft applications, and basic networking knowledge. This will demonstrate your capability to handle the responsibilities of the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at Click Recruitment
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise in detail. Highlight your experience with operating systems, desktop environments, and any relevant software applications. Make sure to mention specific examples of how you've resolved issues in the past.
✨Demonstrate Customer Service Excellence
Since this role focuses heavily on customer interaction, be ready to share examples of how you've provided exceptional support. Emphasise your proactive attitude and ability to enhance customer experience, as this is a key aspect of the job.
✨Familiarise Yourself with Relevant Tools
Research and understand the ticketing systems mentioned in the job description, such as ServiceNow. Being able to discuss your familiarity with these tools will show that you're prepared and can hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenario-based questions where you might need to explain how you would handle specific technical issues or customer queries. This will demonstrate your critical thinking and troubleshooting abilities.
