Our client is seeking a Business Customer Service Engineer to join their frontline support team for business customers. This position is full-time, requiring 37.5 hours per week, and based in Guernsey. The successful candidate will be responsible for providing a seamless and professional service, ensuring that customer requests and issues are resolved efficiently and to a high standard. The role requires a strong sense of ownership and accountability, focusing on achieving first-time fixes wherever possible. The Business Customer Service Engineer will manage a range of responsibilities, including responding to customer incidents, overseeing the provisioning and maintenance of enterprise services, and liaising with other teams to ensure effective service delivery. Additionally, the position may require occasional engineering visits to customer sites and participation in a rotational on-call schedule to provide support during evenings, weekends, and bank holidays. A solid understanding of key technologies, including Microsoft 365 and networking fundamentals, is essential for troubleshooting and resolving customer issues across various platforms.
Job Duties:
- Handle inbound and outbound calls with enterprise customers in a proactive, professional, and courteous manner.
- Provide regular updates to customers on the progress of their tickets, ensuring high levels of satisfaction.
- Act as the customer advocate within the organisation to drive resolution and meet customer expectations.
- Triage, troubleshoot, and prioritise faults based on customer impact and urgency.
- Drive resolution of enterprise customer faults and assistance requests, aiming for first-time fixes wherever possible.
- Raise, update, and track fault tickets with internal teams, external partners, and customers using the ServiceNow platform.
- Oversee the provisioning, maintenance, and cancellation of enterprise customer services.
- Manage customer and internal notifications regarding service status and updates.
- Monitor the backlog of orders and provide action plans to address any issues.
- Support the Change Management process by facilitating the creation and running of ECAB meetings.
- Use monitoring and management tools to proactively monitor the status of networks and services.
- Identify and escalate potential service issues before they impact customers.
- Contribute to ongoing service improvement by identifying areas for enhancement and participating in related projects.
- Provide basic support for Microsoft 365, Microsoft Entra, Mimecast, telephony solutions, and networking systems as required.
- Conduct site visits when required to resolve customer issues or complete provisioning tasks.
- Participate in the out-of-hours standby and on-call rota.
Job Requirements:
- Excellent customer service skills.
- General IT/technology understanding.
- Highly motivated and willing to develop/learn.
- Good problem-solving skills.
- Excellent communication skills, both verbal and written.
- Ability to work independently and as part of a team.
- Academic qualifications in computing, ITILv3 or above, or Microsoft 365 fundamentals (MS-900), Microsoft Azure fundamentals (AZ-900).
- A full UK Driving licence.
- Experience in customer service roles is desirable.
- Operational experience on IT networks, infrastructure, datacentres, and associated services is also desirable; however, full training will be provided.
- Understanding of ServiceNow, Cerillion, Sateon, Zendesk, Solarwinds, or other IT qualifications is a distinct advantage, especially Cisco/Microsoft/CompTIA.
What You’ll Love:
This role offers the opportunity to be a key player in enhancing the customer experience within the business. You will work in a collaborative atmosphere with access to training and development opportunities. The organisation places a strong emphasis on teamwork, customer satisfaction, reliability, and a passion for technology and learning. Their commitment to community and sustainability creates a fulfilling work environment.
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