Our client is seeking a Business Customer Service Engineer to join their frontline support team for business customers. In this full-time role, you will be responsible for providing a seamless and professional service, ensuring that customer requests and issues are resolved efficiently and to the highest standard. The position demands a strong sense of ownership and accountability, with an emphasis on delivering first-time fixes whenever possible. While independently resolving customer problems, you will document solutions and apply your learnings for future reference. The role encompasses responding to incidents, managing service requests, and overseeing the provisioning, maintenance, and cancellation of enterprise services. You will collaborate with other teams to ensure effective service delivery and may conduct engineering visits to customer sites as required. Additionally, you will participate in a rotational on-call schedule to provide evening, weekend, and bank holiday support. Operating Monday to Friday from 8am to 8pm, you will rotate through three shift patterns: 8am-4:30pm, 9:30am-6pm, and 11:30am-8pm.
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, driving for resolutions that meet customer expectations.
- Triage, troubleshoot, and prioritise faults based on customer impact and urgency.
- Drive the resolution of enterprise customer faults and assistance requests, aiming for first-time fixes.
- Raise, update, and track fault tickets using the ServiceNow platform.
- Oversee the provisioning, maintenance, and cancellation of enterprise customer services.
- Manage notifications regarding service status and updates.
- Monitor workflows of incoming orders and provide action plans for any issues.
- Use monitoring tools to proactively check the status of networks and services.
- Contribute to service improvements by identifying enhancement areas and participating in projects.
- Provide basic technical support for Microsoft 365, Microsoft Entra, Mimecast, and telephony solutions.
- Conduct site visits when required and assist with Datacentre and facilities tasks.
Job Requirements:
- Excellent customer service skills.
- General IT and technology understanding.
- Highly motivated with a willingness to learn and develop.
- Strong problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Commitment to the required shift rota pattern.
- Full UK Driving licence.
- Academic qualifications in Computing, ITIL v3 or above, or relevant Microsoft certification (MS-900, AZ-900).
- Experience in Customer Service roles and operational experience in IT networks is desirable.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction’s reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.
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