At a Glance
- Tasks: Respond to IT incidents and service requests, providing top-notch customer service.
- Company: Join a dynamic team at a leading tech company in Coalville.
- Benefits: Enjoy flexible work-from-home options and a competitive salary.
- Other info: 12-month FTC with excellent career growth opportunities and a supportive team environment.
- Why this job: Make a real difference by solving IT issues and supporting users daily.
- Qualifications: Strong communication skills and a passion for IT support are essential.
The predicted salary is between 30000 - 40000 £ per year.
Respond to IT related incidents and service requests, logging and resolving requests in order to minimise business impact, whilst providing excellent customer service. Please note this is a 12 months FTC, based in Coalville.
Shift Pattern:
- Training is 0830-1700.
- Once trained, the shift pattern will be:
- Week 1 - 0600-1430 - Work from home
- Week 2 - 07:00-1530 - Work from home
- Weeks 3/6 - 0830-1700
- You can work from home 2 days a week.
What you will do:
- Respond to incidents and service requests related to IT services in line with SLA’s.
- Log all incoming incidents and service requests according to ITIL processes and local procedures.
- Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow).
- Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
- Escalate incidents within our operational level agreements to ensure that service level targets are met.
- Report incidents to 3rd party suppliers as required and monitor their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place.
- Monitor systems.
- User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
- General IT administration.
Contacts with Others Within the Business:
- Line Managers and Directors
- End Users
- Central Services
- CIO
- IT Management Team
- IT Teams
- Committees & Meetings
- Service Desk Briefings
- IT Department Briefings
What we expect of you:
- Excellent communication skills, able to communicate with technical and non-technical employees/staff.
- Proactive and self-motivated, able to stay calm and positive.
- Understanding of IT systems, PCs and networks.
- Customer service oriented with a good telephone manner.
- Attention to detail and high accuracy of work.
- Organisational skills and ability to prioritise demands of several customers at once.
- Work well under pressure.
- Desktop support (Windows 10 and onwards).
- Experience using Ghost imaging tools.
- Experience of supporting mobiles, tablets/smartphones (iOS and Android) and troubleshooting network issues, understanding of WAN/LAN technologies.
- Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, OUs etc.
- Experience of setting up network printers and troubleshooting, ideally with follow me printing technology.
- Software installations and troubleshooting.
- Team player.
- Professional & punctual.
- ITIL Foundation (desirable).
- COMPTIA A plus (desirable).
- Microsoft MTA (optional).
Job Challenges:
- Managing the workload from the calls to the call logging system.
- Supporting users (different abilities) with different needs.
- Prioritising incoming calls and making decisions on what to fix first and when.
Onsite Engineer in Coalville employer: Dormont Manufacturing Co
CDW is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture in Coalville. With flexible working arrangements, including the opportunity to work from home two days a week, employees can achieve a healthy work-life balance while engaging in meaningful IT support roles. The company fosters a collaborative environment where team members are encouraged to develop their skills and advance their careers, making it an ideal place for those seeking rewarding employment in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Onsite Engineer in Coalville
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company’s values and work environment. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your skills match the job description, especially around customer service and IT support, so you can confidently showcase your abilities.
✨Tip Number 3
Be ready to demonstrate your problem-solving skills! Think of examples from your past experiences where you successfully resolved IT issues or provided excellent customer service. This will help you stand out as a proactive candidate.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a great opportunity to reiterate why you’re the perfect fit for the Onsite Engineer position.
We think you need these skills to ace Onsite Engineer in Coalville
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Onsite Engineer role. Highlight your experience with IT systems, customer service skills, and any relevant qualifications like ITIL or CompTIA A+. We want to see how you fit into our team!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with what we’re looking for. Keep it friendly and professional – we love a good personality!
Show Off Your Communication Skills:Since excellent communication is key for this role, make sure your application reflects that. Use clear language and structure your thoughts well. We want to see how you can communicate effectively with both technical and non-technical folks.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your ITIL Basics
Make sure you brush up on ITIL processes, as they are crucial for the role. Be ready to discuss how you've applied these principles in past experiences, especially when logging incidents and service requests.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare examples of how you've handled difficult situations with users. Highlight your communication skills and how you adapt your approach for both technical and non-technical staff.
✨Demonstrate Your Technical Knowledge
Familiarise yourself with the specific technologies mentioned in the job description, like Active Directory and network troubleshooting. Be prepared to answer questions about your experience with Windows 10, mobile devices, and any imaging tools you've used.
✨Practice Prioritisation Scenarios
Given the need to manage multiple calls and prioritise effectively, think of scenarios where you've had to juggle competing demands. Be ready to explain your thought process and how you decide what to tackle first under pressure.
