Associate Client Support Engineer

Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
Manage and complete scheduled tasks on time
Ensure effective client communications take place
Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate
Advise the Team Lead and/or Shift Manager of emerging issues
Adherence to ITIL processes
Contribute documentation to the shared knowledge base
Ensure all changes are documented through the change management process
Execute change management tasks in line with defined processes
Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
Act as a role model and mentor for fellow team members
Set up client and internal bridge calls as requested
DG office team only – provide emergency DC escort services (EGV)
Knowledge

A basic to intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking.
Demonstrable experience of working in an IT infrastructure focused helpdesk role.
Basic technical awareness of IT server infrastructure
Knowledge of the ITIL framework desirable
Additional preferred knowledge: VMware, AWS/Azure
Skills

Excellent customer service skills
Excellent demonstrable written and verbal communication skills.
Confidence in liaising with other personnel
Ability to multi-task and work well under pressure
Good team working skills essential
Ability to document processes and procedures in a clear, concise and logical manner.
ITIL certification desirable
Able to communicate in groups with confidence and conviction
Experience

At least 12 months experience in an IT role i.e. Helpdesk
Knowledge of a call management system and its function
Knowledge of ITIL and its function within IT