Job vacancy - Systems Support Engineer

Position: Systems Support Engineer
Reference: acsAsse
Location: Lewes
Salary: £25,000 - £35,000 per annum
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Job Title: Systems Support Engineer

The overall responsibility of the Systems Support Engineer, who is part of the Technical Support team, is to respond to the customer help line and resolve customer enquiries from report to resolution following the Incident, Request and Problem Management processes.

Responsibilities:

  • Provide helpdesk support to customers which includes Incident & Request management and fulfilment
  • Identify problems from incidents, carry out root cause analysis and work through to resolution, preventing re-occurring incidents
  • Respond to maintenance contract customers promptly to satisfy service level agreements.
  • Investigate and record in detail the steps taken during the investigation and record in the helpdesk.
  • Log time against support cases and report against support allowance for customers.
  • Generate knowledgebase articles on problems, symptoms and resolutions.
  • Liaise with Engineering where necessary following escalation paths to resolve more complex issues.
  • Interface with the sales department to provide estimates for control and PA/VA systems configuration and testing effort in support of quotations.
  • Specify, build and maintain control and PA/VA reference systems.

Requirements:

  • Experience of working in a helpdesk environment;
  • Incident and Request Management
  • Problem Management
  • TCP/IP networking - familiar with configuring and troubleshooting IP networks up-to layer 3.
  • Strong Linux skills - configuration and troubleshooting
  • Working with audio (amplifiers, audio routers, speakers, microphones, etc)
  • Be a team player, comfortable working in a close-knit team and building strong professional relationships;
  • Have good communication skills and be comfortable working with all levels of the organization;

ACS are recruiting for a Systems Support Engineer. If you feel that you have the skills and experience required in this advertisement to be a Systems Support Engineer, please submit your CV including an outline of your experience as a Systems Support Engineer. It is always a good idea to include a covering letter outlining your experience as a Systems Support Engineer with your application as this will enhance your chances of selection and improve your prospects of landing the Systems Support Engineer role you desire.