Senior Support Engineer
$336,000–$336,000 year
On-siteStafford, England, United Kingdom
Job Summary
Answer support tickets and emails rapidly, triaging cases to gather information for resolution while coordinating queries and requests. Maintain daily case updates and accurate logging in the ITSM system, ensuring all stages from logging to resolution are communicated to customers. Perform mystery shopper calls to audit service quality, track engineer workloads for fair distribution, and reduce negative CSAT/NPS scores. Analyze root causes for major incidents, provide statistical reports for account management, and contribute to team development and productivity enhancements. Ensure strict adherence to SLAs, change management processes, and documented best practices.
Required Qualifications
- Must hold or be able to successfully achieve and maintain NPPV3 with SC
- Able to evidence excellent customer service skills
- Possess a passion for IT and keen to progress
- Knowledge of the ITIL ServiceDesk environment
- Excellent and demonstrable documentation ability, for both technical documents and customer communication
- Follow policies, procedures, controls + workflows
- Work to strict SLA's and ensure case information is correct and current
- Working knowledge of Windows 11 and 10 Operating Systems
- Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel
- Minimum of 2-3 years 1st Line Service Desk experience
- Experience in working with 3rd parties and triaging priorities
Desired Qualifications
- Ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel
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