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- Tasks: Provide face-to-face IT support and solve customer queries efficiently.
- Company: Join a dynamic team in Alexandria, Dunbartonshire, 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 with customer support experience and strong organisational 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:- 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
- Datacentre/Server room basics - 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.
End User Support Engineer employer: Click
Contact Detail:
Click Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land End User Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Active Directory, M365 Admin, and various operating systems. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully resolved technical issues in a customer-facing environment. This will help you illustrate your ability to enhance customer experience, which is crucial for this position.
✨Tip Number 3
Since the role involves on-call support, be ready to discuss your availability and willingness to participate in an on-call rota. Highlight any previous experience you have with out-of-hours support to show that you're prepared for this aspect of the job.
✨Tip Number 4
Research the company culture and values of the client based in Alexandria. Understanding their approach to customer service and IT support can help you tailor your responses in the interview, showing that you align with their expectations and can contribute positively to their team.
We think you need these skills to ace End User Support Engineer
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 previous positions.
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.
Prepare for Potential Questions: Anticipate questions related to your experience with datacentre/server room support and your approach to troubleshooting. Be ready to discuss specific scenarios where you successfully resolved IT issues or improved customer satisfaction.
How to prepare for a job interview at Click
✨Showcase Your Technical Skills
Be prepared to discuss your experience with various operating systems and applications mentioned in the job description. Highlight your familiarity with Windows 7-11, Active Directory, and Office 365, as well as any relevant troubleshooting experiences you've had.
✨Demonstrate Customer Service Excellence
Since this role focuses heavily on customer interaction, share examples of how you've successfully resolved customer issues in the past. Emphasise your proactive attitude and ability to enhance customer experience, as this is a key aspect of the position.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare to walk through how you would handle specific technical issues or customer queries, demonstrating your thought process and approach to finding solutions.
✨Familiarise Yourself with the Company
Research the company and its services before the interview. Understanding their values and customer base will help you tailor your responses and show that you're genuinely interested in contributing to their success.
