Senior Support Engineer

Job Title: Senior Support EngineerLocation: Caerphilly Working Style: On-SiteRate: £180 per dayContract Length: 3 months with possible extension Key Responsibilities:

• Design and implement solutions to meet customer and contract requirements.
• Coordinate small teams to deliver work packages.
• Document and report on completed work to ensure compliance.
• Develop and maintain operational documentation.
• Provide guidance and advice to less experienced colleagues.
• Communicate complex issues to meet business and customer needs.
• Escalate and manage issues to meet customer demands.
• Deliver excellent customer service to internal and external customers.
• Adapt quickly to dynamic team environments.
• Identify personal development needs.
• Act as a role model for technical and behavioural competencies.
• Ensure compliance with information security policies.
• Install and configure end-user hardware and software.
• Support and troubleshoot end-user hardware and software.
• Maintain network asset management register.
• Adhere to business continuity and disaster recovery plans.
• Perform system backups and recovery.
• Administer and maintain end-user accounts and permissions.
• Collaborate with Technical Service departments to meet business objectives.
• Perform other tasks as directed by the line manager.

Impact of Role:

• Meet SLA performance targets and minimise costs.
• Support project delivery with chosen technologies.
• Improve customer experience, satisfaction, and retention.
• Adhere to customer and company policies.
• Keep skills up to date with the IT industry.

Relationships:

• Interact with all internal departments.
• Engage with third-party suppliers, vendors, and clients.

Education/Certifications:

• Microsoft technologies
• VMware technologies
• Maintain relevant accreditations

Professional Experience:

• Experience in an IT technical environment
• Understanding of ITIL practices
• Broad experience in the IT environment

Skills & Competencies:

• Analytical and systematic problem-solving approach
• Initiative in identifying development opportunities
• Ability to absorb and apply technical information
• Excellent oral and written communication skills
• Good numeracy and routine administration skills
• Ability to prioritise work under pressure
• Good understanding of PC hardware, Microsoft operating systems, and networking
• Proven experience in IT desktop support
• Awareness of health and safety at work

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