Associate Client Support Engineer

Job Description Summary
Reporting to the MMC Shift Manager, you will be part of the MMC Operations Level 1 team, supporting Mission Critical infrastructure for Ensono’s clients.   Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure. 

The 1st Line Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
•    Managing all tickets logged into the queue
•    Managing client communication on all assigned tickets
•    Conducting proactive and reactive incident and event management 
•    Reducing the number of repeat issues through root cause analysis
•    Building strong client relationships by becoming a point of contact for clients
•    Working with internal departments to mitigate client concerns and resolve incidents

Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

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