IT Network Engineer Apprenticeship At Ergo Computing UK: #CreateYourFuture

The On Site Support Engineer is a 2nd Line role responsible for supporting Ergo’s customer base across a geographic area centered around Norfolk. This is a great opportunity for the right candidate.

• Check that customers have a valid support contract and what is included within the scope of their Support Agreement (SA)
• Take ownership of customer ICT issues and perform a technical diagnosis (remotely & onsite) to find a solution
• Escalate support calls to the relevant person if a solution has not been found within an agreed timeframe set by Ergo
• Contribute to KPI reports produced by the team for Ergo’s Infrastructure support customers as required
• Provide support to internal staff on Ergo ICT Infrastructure as required
• Create, Publish and Maintain both System Documentation and Knowledge Base articles for our customers
• Ensure that Change Control procedures and documentation are used for re-configuration of Customer ICT Infrastructure(s)
• Liaise with customers to clarify the technical implementation details for delivery of SME solutions
• Record support calls received by Telephone/Email/Web/verbal into our Helpdesk Software with detailed information on the customer ICT issue