Technical Support Engineer

Description de la mission

TEKsystems are currently working with a global fashion retailer for a Tech Support Engineer to join their team on a year long contract. They are looking for someone to be fully onsite in their London office to help them with an office move, as well as supporting facing customers.
No Sponsership is offered with this role.
Description:
• Provide technical assistance when required in Technology Lounge space in office.
• Provide prompt support for leadership meetings and town hall meeting.
• Prioritize emerging issues from meeting room device and provide access support.
• Oversee the work of incident tickets responses using ServiceNow in daily routine.
• Coordinate and collaborate with Help Centre who troubleshoot, diagnose, and resolve the first contact technical issues through full incident lifecycle.
• Organize and provide overview reports of incident statistics on daily and weekly basis.
• Understand the root cause and analyze the trends and similarity of incidents.
• Develop and implement processes, procedures, and knowledge bases for incident management.
• Identify changes in the support processes and change the incident management process accordingly.
• Escalate incidents as needed based on urgency and priorities, and keep relevant parties updated on the status of escalated incidents.
• Regularly review lower priority incidents to avoid any emerging higher priority issues.
• Capture repetition of incidents to consider problem management.
• Track the problem records and understand the level of impacts.
• Retrospect after service restoration to drive incident avoidances.
• Contribute to the improvement of response and resolution times, reduction of major incidents, avoidance of repeat incidents, resolution of problem records.
• Build partnerships with third party vendors and cross-functional partners.
• Contribute as a project resource when needed.
Stages:
Non-Technical Interview
Technical Interview
In Office Interview with the team
Skills:
Mac
Windows
Lenovo Laptop Experience
Troubleshooting
Customer service
Previous Retail experience
New Office Move Experience, ideal but not essential.
Job Title: Technical Support Engineer
Location: London, UK
Rate/Salary: 180.00 – 240.00 GBP Daily
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as « Allegis Group »). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://www.allegisgroup.com/en-gb/privacy-notices.
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