Graduate Junior Support Engineer

Graduate Support Engineers Role
Our Client provides the focal point for resolution of all technical issues for customers with deployed production environments, based on our clients supported Microsoft technologies. The primary responsibility of this team is to provide excellence in support for all customers with a support contract.
The role of is to:
* Provide the customer facing interface for all support queries
* Co-ordinate all support queries and requests
* Maintain knowledge base for all encountered issues
* Update customers on all stages of support calls, from logging, research, action plan, escalation to resolution
* Publish customer facing technical information such as best practice guides, FAQ's, etc. (excludes consulting engagement documentation)
* Provide reports and statistical analysis on issues reported and resolved for account management teams and technical teams
* Provide a feedback loop to delivery and consulting teams
* Provide co-ordination of feedback and point of contact for customers and consultants for issues arising during project deployment
NB this is a secondary responsibility and will always take second place to customers with support contracts.
* Provide point of contact and administration for in-house IT systems.
Junior Support Engineer Job Description
Technical Experience and Accreditations:
Required:
 Experience of using Microsoft technologies
 Pass in exams 70-271 and 70-272 or equivalent
 Knowledge of the helpdesk environment
 Basic networking skills
 Good understanding of Microsoft Operating Systems
 Basic knowledge of Microsoft Servers.
 Basic knowledge of Group Policies
Preferred but not essential:
 Exposure to Microsoft Windows 2003 / 2008
 Knowledge of Active Directory
 Microsoft Exchange 2003 / 2007
 Microsoft ISA 2004 / 2006
 Microsoft MOM 2005
 Microsoft System Center Operations Manager
 Microsoft Internet Information Server 6
 Microsoft Clustering
 Basic Storage Technology
Non-Technical Experience and Skills
 The junior support engineer will have excellent communication skills at all levels
 The junior support engineer will have excellent personal management skills relating to conduct, timekeeping, delivery against commitments
 The junior support engineer will have excellent punctuality skills relating to customer and non-customer engagements
 Excellent inter-personal skills working in and contributing to small and large teams both client facing and internally within our client
 Excellent and demonstrable documentation ability, for both technical documents and customer communication
 Have the ability to work on own initiative and take technical responsibility
 The junior support engineer will be assertive and authoritative in communicating and resolving customer support incidents
Day to Day Responsibilities
 Structured training for MCSE accreditation
 Delivery of customer support in line with the objectives of the RSS team objectives, customer expectations and contractual obligations
 Communicating internally and externally support issues, escalations, and action plans to resolve customer issues
 Supporting management by providing relevant and timely updates to customer issues
 Excellent self-driven time management skills applied when delivering support services
 Clear and precise communication with customers and other employees
 Assist in the technology documentation and generation of Intellectual Property
 Maintain and support internal systems
 Provide point of contact for consultants who are occupied on customer engagements
 Answer all telephone calls and respond to all telephone enquiries
 Build and maintain customer support information and documentation of supported customer environments
 Build and maintain Virtual environments for the replication of customer scenarios and testing of support solutions


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