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
Desired skills
Good communication skills
Relevant experience in an IT and/or networking related role
Experience in a technical support environment
Personal qualities
Technical knowledge of:
WAN and LAN networking technologies
Fault finding and technical troubleshooting
Networking infrastructure- switching, routing and firewall
Desired qualifications
Must have GCSE C/4 grades or equivalent in English and maths
Must have IT specific qualification at either A-level or Level 3 Apprenticeship, or other relevant qualifications
Annual wage
£19,000.00
Working week
Monday to Friday – Remote working and travel to client sites. Typical working day 8:30am to 4:30pm. (There may be some flexibility required when working around client requirements)
Total hours per week: 37.50
Expected duration
24 months
Apprenticeship level
Higher
Level 4 (Higher national Certificate)
Positions
1 available
Address: Po Box 324, Horsford,Norwich, NR10 3WA
Closing date: 07 January 2022
For more information on this job opportunity click here.
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