IT Helpdesk Engineer

IT Helpdesk Engineer - Data Analytics Company - Windows, Office 365, Azure
North of England/Remote - £25,000 - £36,000

Applause IT are looking for an IT Helpdesk Engineer to join a service desk team for a data analytics company based in the north of England. The organisation provides gathers data from home appliances for energy management.

The main purpose of this role is to deliver exceptional customer-focused support to clients, addressing a variety of data, reporting, device, and dashboard issues via telephone and email. This role demands a proactive approach, requiring individuals to independently manage their workload and promptly identify escalation needs as they emerge.

Job Responsibilities:
Provide technical support through telephone and email, adhering to agreed service level agreements (SLAs).
Investigate issues related to data, reporting, and metering.
Set up portal accounts for clients to access data.
Complete tasks related to capital expenditure projects after installation.
Assess the impact of reported issues and escalate them according to the process.
Maintain excellent customer service standards while adhering to internal procedures.
Take ownership of issues from initial assessment to resolution, keeping clients informed and managing expectations.
Accurately document issues and identify trends for proactive solutions.
Coordinate with third parties when necessary to resolve issues.
Take responsibility for self-development and identify training needs.
Travel to client sites as required.

Experience and Technical Requirements:
At least 2 years of experience in an IT helpdesk or application support role.
Proficiency in Windows server support.
Strong communication skills both over the phone and in person.
Good understanding of Microsoft operating systems and networking.
Experience with Microsoft Office and Microsoft 365 administration.
Possession of a valid driving license.
Desired but not essential experience in cloud services, web application/client portal support, sub-metering network and infrastructure, electrical distribution networks, and basic programming and development.

This is an excellent role for someone who has at least 2 years of experience in an IT Helpdesk Engineer. This is role is remote however, the organisation is looking for somebody who lives in the north of England.

Please note only British Citizens and those with ILR will be eligible to apply for this role.

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IT Helpdesk Engineer - Data Analytics Company - Windows, Office 365, Azure
North of England/Remote - £25,000 - £36,000