Engineer

• Responding to and resolving incoming IT queries via email and phone, or onsite (as required), both for customers and internal staff
• Evaluating and taking necessary action (assessing, triaging, researching) to resolve incidents, requests and problems raised by customers.
• Consulting with customers on most appropriate solutions to meet their requirements.
• Ensuring all tickets are progressed & cleared within SLA – escalating L3 as appropriate
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Analysing and identifying root causes of major or recurring incidents, then proposing and implementing solutions to prevent them happening again.
• Review, propose and implement solutions to remediate the root cause of major issues.
• Being a proactive trouble-shoot and providing strategic solutions to a variety of technical issues.
• Responding to queries accurately and quickly, with the ability to predict customer needs and requirements.
• Participating in a rotating on-call roster to provide 24x7 coverage of critical incidents for our customers.

Service Desk Engineer

Senior Advanced Process Simulation Engineer