avecSys is a Bedford-based managed service provider and Microsoft Certified Partner with over 27 years of experience supporting businesses across Bedfordshire, Hertfordshire, Buckinghamshire and London. We deliver managed IT support, cyber security, cloud and connectivity services to a broad customer base, from small teams through to established enterprises. We are known for being knowledgeable, helpful and patient, and for explaining technology without the jargon. Our customers stay with us because we act as a long-term partner rather than a support vendor, and because we answer the phone quickly when something goes wrong. We are looking for an experienced IT Support Engineer to join our service desk in Bedford. This is a role for someone who is already comfortable with the more involved end of support work and is ready to take on greater technical challenge and ownership, alongside an upbeat personality and solid customer instincts.
Provide a professional, customer-focused service through the full life cycle of each ticket, managing customer expectations by keeping them informed of progress.
Record all IT incidents, requests and problems, ensuring all relevant details are captured in line with service desk standards.
Classify tickets accurately from the information provided and prioritise them in line with the agreed service level agreement (SLA).
Investigate and diagnose incidents by telephone, remote session and onsite, gathering and analysing information to resolve hardware, software, application and network issues, with the objective of restoring normal service as quickly as possible.
Take ownership of the higher-level tickets routed to you through triage, seeing them through to resolution and escalating to senior engineers or your line manager only where genuinely necessary.
Act as a technical point of reference for colleagues on the service desk, sharing knowledge and supporting less experienced engineers.
Monitor and track incidents, requests and problems through to resolution, and support workload management across the wider service desk team.
Liaise with third-party suppliers where necessary, logging tickets and acting as a central point of contact on the customer's behalf.
Attend customer sites to provide onsite IT support, hardware installations and small project delivery as directed by your line manager.
Identify recurring issu...
IT Support Engineer in Bedford
