Outsource Engineer in Fareham, Hampshire

Outsourced Engineer
Location: Fareham
Salary: £25000 - £35000
Role Summary
Outsource Engineers are at the forefront of the business dealing with client's issues. Responsible for onsite and remote support to outsource clients on a rota basis. Working efficiently and productively to achieve and exceed SLA's, KPl's, and profitability targets for outsource clients.
Responsibilities
* Onsite and remote support to outsource clients according to outsource rota
* Maintaining documentation and procedures for outsource customers
* When not scheduled on an outsource, carrying out scheduled maintenance to non-outsource customers
* Assisting service desk for main customer base
Tasks
* Outsource engineer at customer sites and remote support.
* Completion of small onsite projects such as PC installs, network hardware installs, and office moves for outsource customers
* Maintain documentation for outsource customers
* Manage own daily schedule ensuring PSA calendar is accurate and up to date
* Monitor, categorise, set priority for incoming tickets
* Communication with customers as required keeping them informed of incident progress and notifying them of impending changes or agreed outages
* Ensure service or project issues are resolved or escalated within agreed SLA's
* Support a wide variety of customer specific line of business applications
* IT support relating to technical issues involving Microsoft's core business applications as well as virtual environments built on Microsoft, VMware and Citrix
* Support services for Microsoft related technologies: Windows Server, Exchange, SQL SharePoint, 365 and Azure
* Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
* Remote access solution implementation and support: VPN and Remote Desktop Services
* Technical services and support of Voip telephony solutions
* Support of any other software, service, tool, or hardware relating to a customer's IT requirements Hardware fault diagnosis and repair
* Out of hours 24/7 remote support and Weekend onsite support (8am-6pm) on a rota basis Enter time and expenses on PSA system
* Meeting SLA's. KPI's and profitability targets
* Customer satisfaction

Key Skills
* A full UK Driving License will be essential for this role
* Good analytical/problem solving skills
* Outstanding customer care, active listening, and communication skills
* Good numerical and literacy skills and goods levels of computer literacy
* Ability to work in fast moving environment, multitask and adapt to changes quickly
* In-depth knowledge of the service catalogue and how it relates to customer needs
* Team player
* Can do attitude
* Self-starter
* Time management
* Business awareness
Experience
* Strong understanding and technical background in an MSP
* Proven methodology in fault finding and troubleshooting techniques
* Familiar with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange
* Background in Cloud technologies - Azure, Microsoft 365, AWS
* Experience with VoIP telephony, both hosted and on premise
* Proven track record of escalation resolution

Additional requirements
* Be an effective member of the team, recognising, respecting, and promoting the different roles and diversity of the individuals in the team and presenting a positive impression of the team and the organisation
* Improve customer service perception and satisfaction

Qualifications
* Level3 IT Diploma or CompTlA A+ or equivalent
* Professional IT Certifications - MCP, MCSA, Vendor led qualifications
* GCSE Level4 or above in Maths and English Language

Desirable
* ITIL Foundation

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.