Lebara
Technical Support Engineer
England
Posted about 14 hours ago
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Role Purpose:
To provide timely and efficient support to both internal and external customers worldwide, resolving hardware and software issues via multiple channels (web portal, email, and telephone) while maintaining service excellence and exceeding defined Service Level Agreements (SLAs).
Key Responsibilities:
- Provide 1st and 2nd line support for allocated areas, answering support requests via web portal, email, and telephone while maintaining high customer service standards and adhering to service management principles
- Accurately identify, categorize, prioritize, diagnose, and manage support requests and incidents in the service management system
- Ensure support requests are properly assigned and responded to in a timely manner according to agreed standards, procedures, and SLAs
- Take ownership of support requests through resolution; escalate unresolvable issues to the appropriate resolver group
- Manage technical support provision from third-party suppliers and vendors
- Proactively communicate with customers, providing regular updates and agreeing on call resolution timelines
- Maintain and develop the Technical Support knowledge base; create and update knowledge base articles and user guides
- Deploy and configure hardware, operating systems, and software applications
- Troubleshoot application systems, networking issues, hardware, and software faults
- Process Joiners, Movers, and Leavers requests and access provisioning
- Support project work related to introduction and deployment of new software and services
- Support problem management and root cause analysis of incidents
- Follow and establish policies and procedures in line with ITIL 4 best practices
- Undertake additional duties commensurate with the role level and responsibility as required
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Skills and Experience:
- Ideally 3+ years of technical support or service desk experience, or 2+ years providing 2nd line technical support.
- Exemplary business English written and verbal language skills.
Essential Technical Knowledge:
- Client OS: Windows 10, 11, Windows Server 2019/2022
- Microsoft Office 365, Microsoft Teams, SharePoint
- Exchange administration/support, Active Directory
- Anti-virus, security, and remote desktop solutions
- Terminal Services and Remote Desktop Services
- Service management systems (Jira Project, Zoho ServiceDesk, or similar)
- Print management software and solutions
- Smart device support (smartphones, tablets, modern endpoints)
- ITIL 4 Foundation knowledge for incident management
- ITIL 4 Foundation Certificate or equivalent
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Desirable Technical Knowledge:
- Dell, Lenovo, HP, and Apple (macOS) laptops and devices
- JIRA and Confluence
- Networking and VoIP: Cisco, Avaya, or similar
- Cloud platforms: Microsoft Azure, AWS basics
- Mobile Device Management (MDM) solutions
- Xerox MFDs and secure print solutions
- Microsoft certified professional accreditations
- Security and remote access tools for Mac platforms
Behavioural Role Fit:
- Excellent communication skills with ability to communicate effectively to all business levels
- Professional and courteous telephone manner
- Strong analytical and problem-solving abilities
- Confident team player with strong work ethic, flexible and positive attitude
- Willingness to learn and adapt quickly to new technologies
- Ability to work independently and under pressure
- Ability to prioritize and meet tight deadlines in a target-driven environment
- Flexible approach to work and customer support delivery
Role Key Performance Indicators:
- Customer Satisfaction Survey scores
- Service request system accuracy and data quality
- Achieving Service Level Agreements
- First-contact resolution rate
- Ticket closure timeliness
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