United Kingdom Corridor 🛡️ UK Work Eligibility 🏢 Company - Private

End User Support Engineer

🏢 Technology Services Group • 📍 Newcastle upon Tyne, England • 🕒 2 days ago

Salary Range

£40,000 - £40,000

£3,333 - £3,333 / mo

Verified Corporate Employer (UK Employment Corridor)

This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.

Transatlantic Cost of Living & Purchasing Power Benchmark

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Location Base

Newcastle upon Tyne, England

Tier-1 UK Economic Zone

Est. Take-Home Pay

68% - 74% (After PAYE & NI)

Single tax filer baseline

Transatlantic Parity

1.0 GBP ≈ $1.28 USD Living Standard

Direct corporate benchmark

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Position Overview & Specifications

About the role;

As an End User Support Engineer you will be a strong problem solver with a background and experience resolving end user incidents escalated from 1st Line. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with laptops, PC’s, Mailboxes and VPN connections but to name a few. The ability to work in a Desktop Support role is vital. To be successful in this role you will have excellent communication skills and a solution orientated mindset with a drive to deliver an exceptional customer service each and every time.

This is a hybrid role where you will be expected to attend the office a few times per week for regular team collaboration time.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.

Why should I work for TSG?

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement.

Here’s why;

Our open and honest culture where feedback is taken on-board and acted upon
The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
Two paid CSR days per annum that you can use towards giving something back
Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
Flexible working policy
Relaxed dress policy
Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

To handle and resolve incidents that have been escalated by our 1st line support team
Respond to customers tickets remaining within the Service Level Agreement (SLA)
Keep customers up to date regularly with regards to their incident/change request
Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
Update TSGs ticketing system and technical information repository with detailed notes
Liaise with partners and third parties to aid in the resolution of incidents if required
Working as a team, taking additional responsibility for mentoring and coaching apprentices and peers if required
Assist with the creation of best practice, new user and leaver guides

Knowledge, Skills & Experience;

Essential:

Experience working in 2nd Line support role with knowledge of a server and networked environment as well as desktop support experience.
Experience with Microsoft Exchange and Office 365
Good time management, organisation and prioritisation skills
Ability to manage queues and workload
Excellent telephone manner
Demonstratable problem solving skills
Good analytical skills with a pro-active can do attitude
Comfortable working in a busy fast-paced environment
High attention to detail