At Forfusion we take pride in delivering world class IT support services to our ever-growing customer base. Your goal is to provide engineering expertise as a senior member of the service desk team and contribute to the successful delivery of our managed IT services.
As a Senior Support Engineer you are responsible for providing technical solutions to incidents raised by our customers. The role involves the diagnosis and troubleshooting of hardware & software issues and is critical to maintaining the availability and integrity of our customers IT systems.
There’s never been a more exciting time for us, and we’re looking for like-minded and talented individuals who can help us build our business on this exciting journey…
Who Will Succeed in This Role?
Our engineers share a common set of characteristics and bring the experience that drives innovation and delivers customer value, in particular they:
Have a good understanding of the wider technology industry, including current and emerging digital strategies, solutions and trends.
Demonstrate excellent communication skills and a proficiency in negotiation and customer services.
Possess situational awareness to adapt and solve challenges presented through the management of complex customer environments.
Display an ability to balance strategic thinking with pragmatic operational execution and delivery, including strong customer facing and team collaboration skills.
Show empathy, curiosity, and a desire to challenge and constantly improve, acquire new skills and drive for results.
As a Senior Support Engineer you will be primarily responsible for providing solutions to complex IT incidents and problems. The role involves the following key responsibilities:
The diagnosis, troubleshooting and resolution of customer IT incidents raised via the Service Desk, ensuring the incident management process is applied and providing a clear description of activities undertaken on the internal ticketing system.
Take responsibility for incident escalations from the 1st and 2nd line support engineers, acting as the first technical escalation point for all service requests, incidents and problems.
Work closely with the Service Desk Manager and lead the technical resolution of major incidents providing coordination between 3rd party suppliers, effective communication to stakeholders and clearly document resolution activities to inform the post incident review.
Collaborate with the design and implementation teams to ensure the efficient onboarding of new customers and projects into Business as Usual (BAU) support, with a focus on clearly documenting supported environments, technologies and corresponding SLA’s.
Create, test and deploy new device configurations related to BAU customer moves, adds and changes (MAC’s) ensuring that change management is correctly engaged and applied in line with customer SLA’s.
Assist with the compilation of customer reports and statistics to validate service desk performance and SLA compliance.
Provide a mentoring role to the more junior service desk members, encouraging their development and improve the overall technical capabilities of the Service Desk team.
Participates in the on-call out of hours rota.
As a key member of our Service Desk team you will display the following attributes:
Excellent spoken and written English, able to clearly articulate ideas, issues and updates to customers and peers, coupled with a high-degree of due diligence and attention to detail.
Well organised, able to prioritise multiple work streams whilst maintaining the common sense to escalate when workloads may pose a risk to customer delivery and SLA’s.
Able to work well under pressure, doesn’t get flustered and has a clear understanding of their own abilities.
Customer-service oriented with a strong problem-solving attitude, alongside strong analytical skills and excellent conflict management skills.
Able to think for yourself and able to effectively challenge both colleagues and customers when required to ensure the correct business outcomes.
What Qualifications And Experience Are Required?
The successful candidate would be expected to demonstrate the following experience and learning:
A minimum of 3 (preferably 5) years relevant experience in a support desk Senior Engineering or 3rd Line technical role.
Excellent Cisco networking skills (CCNP+) and an intimate understanding of Cisco WAN/LAN and security solutions including experience of SD-A, DNA-C, ISE, Stealthwatch, FirePOWER and Umbrella.
A good understanding of one other Cisco solutions (CCNA) e.g. UC, DC and Wi-Fi with experience of solutions such as Webex, CUCM, Jabber, UCS, Hyperflex, Nexus and Meraki or Cisco Wi-Fi deployments.
Experience working with other technologies such as Windows server, Hyper-v, VMware vSphere, Citrix NetScaler and Gateways and, VMware and Citrix VDI would be advantageous.
Any ITIL Intermediate Certification or Service Management qualifications.
A level passes at grade ‘C’ and above in Maths, English and/or relevant science or engineering subject.
You are looking for advancement and investment in you. You want to progress along clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged and stretched. You relish a different culture that affords you flexibility, sensible work/life integration and the chance to be an integral part of a winning team.
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