IT Support Engineer

Provide telephone based remote IT support to a range of English speaking customers ---------- Support Engineer

• Support, maintain and enhance the IT infrastructure of Northern Star’s customers thus ensuring IT is reliable and robust
o Log support calls received from the support line or email following the Northern Star procedures
o Attempt to resolve calls using your own knowledge, Microsoft, HP, CRM or a Knowledge base for class A and B clients
o Update calls on the Autotask system following Northern Star Procedure
o Be responsible for escalating calls to Level 1/2 Account Manager if you are unable to provide a resolution
o Communicate the status of calls to the client on a daily basis
o Submit knowledge base articles for inclusion in CRM
o Produce daily open issues report and communicate to the team
o Carry out proactive support work assigned to you

• Identify New Opportunities
o Identify new sales opportunities from support issues
o Aid sales team in qualifying possible projects

• Perform daily checks on client networks
o Perform Daily backup checks on client systems
o Check status of AV and Spam products on client systems

• Monitor client’s networks using the managed service system
o Monitor and action email alerts from the system
o Use the managed system to produce client data when requested
o Install managed service agents onto any machines that currently do not have this installed and assign it to the correct group.

• Ensure a high level of customer satisfaction
o Provide excellent customer service, quality, and speed of service by ensuring the support procedure is followed
o Make suggestions on how to improve support delivery
o Ensure all calls are responded to with client SLA’s