Support Engineer Level 1 – RSR 8622
Location: Aspiren, London
Security Clearance: Required
Job Purpose and Context
SunGard Public Sector’s Aspiren business unit is a leading provider of performance and information management technology and consultancy to the UK public sector. We are looking for an enthusiastic and proactive individual to provide general IT support and 1st / 2nd line helpdesk cover to external and internal business requirements
Outline of Routine Tasks/Duties/Responsibilities
- Answer and analyse emails and phone calls from clients and work colleagues in compliance with SLAs and company procedures
- Capture on the support logging system all necessary information regarding incidents, service requests and general queries
- Manage support calls to their closure, working with team, customers and work colleagues to achieve resolution in a timely manner
- Coordinate product implementation tasks and ensure that required tasks are completed to deadline
- Provide Desktop Support to internal users where necessary
- Provide ongoing maintenance of printers and other hardware
- Provide 2nd line application support to external and internal users of the company’s SaaS hosted solutions
- Ensure all problems which may impact delivery, product usage etc are escalated promptly to the customer services manager
- Support IT project work and tasks such as testing of software and quality reviews of documents on an ad-hoc basis
Other Information
Occasional out of hours may be required
Core Competencies:
Communication & Teamwork:
- Excellent communication skills
- Team player
- Be able to ask for and act on advice from others
- Manage their time effectively
Customer Focus:
- Excellent customer service skills
- Strong customer focus and interpersonal skills dealing with customers and colleagues at all levels
- Attention to detail
Judgement & Decision Making:
- Capable of completing tasks within the agreed SLA’s.
- Ability to prioritise effectively
Delivery & Ownership:
- Must be able to multitask
- Be prepared to work extended hours when required and the weekend when required
- Take ownership of tasks where required
Enthusiasm & Drive:
- Must have a ‘can do’ attitude and ability to continue to work to a high standard
- Have a pro-active ‘high’ energy approach to their work and undertake tasks without prompting
- Must be self motivated and enthusiastic, have a positive attitude and welcome change
Essential Skills:
- Professional telephone manner
- Good understanding of Windows XP, Vista and Windows 7 OS’s
- Good working knowledge of Microsoft Office suite
- Working knowledge of web-hosting and IIS
- Working knowledge of Active Directory
- HTML experience
- Problem solving
- Good standard of written English
- Time management
- SQL server
Desirable Skills:
- Previous experience of supporting SaaS applications
- Ethernet networking experience
- DNS, TCP/IP
- ITIL
- Testing / Error logging
Academic / Vocational Qualifications:
GCSE/ O LEVEL qualified or equivalent, English A-C and Maths A-C are essential
For any additional information, please contact The SunGard Public Sector Recruitment Team on 0161 929 4343.
As an equal opportunities employer, we welcome applications from all suitably qualified people regardless of gender, trans gender status, sexual orientation, religion or belief, marital or civil partnership status, age, race, colour, national origins, nationality, ethnic origin or disability.