Ref: YC45206
Systems Engineer
| Sector | IT/Telecom/Engineering |
|---|---|
| Type | Full-time, Permanent |
| Location | London |
| Salary (Annual) | Negotiable / Neg |
This role will be responsible for providing quality engineering services for day-to-day support work, and also system integration work as a team member with their staff and/or 3rd party engineers, supporting small clients to large multi-branch clients.
It will include IT support work such as ticket logging, technical support of desktops, servers, network and other associated devices & acting upon monitoring system alerts depending on the engineer’s skill level. You will also be responsible for managing escalations to other parties of their operations & vendors or partners, to ensure the prompt & satisfactory resolution of support cases.
Understanding of Japanese culture and some Japanese skill would be advantageous.
YC45206
TYPE: Permanent, full-time
WORKING HOURS: 8.30-17.00 from Monday to Friday, 37.5 hours per week
SALARY: depending on experience
START: ASAP
LOCATION: London
RESPONSIBILITIES:
1. Service Desk
- Provide 1st and 2nd technical support for their customers and their internal staff via telephone, email and online ticketing system
- Raise, update, and close calls on service desk call management system
- Resolve or escalate problems and service requests
- Provide accurate and timely diagnosis and rectification of customer faults
- Support, maintain and improve customer services
- Assist other on-site engineers and their back office engineers in the team
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Maintain customer systems in regular and/or on demand basis
- Maintain support related documents (e.g., Site manual, Asset List, User Manual)
- Maintain licenses/manufacturer support contracts and run inventory regularly
- Understand and follow customer's IT policies and procedures
2. System Integration / Office Relocation Services
- Provide system integration, office relocation services for their customers and their internal system
- Provide systems installation and configuration
- Provide system migration, move and removal
- Produce, update documents and save where appropriate
- Assist in design and implementation work
- Assist development of new products and services
- Knowledge-transfer customers' environment and new settings to service desk engineers
3. Project Management
- Provide project management for small system integration and office relocation projects, including their internal projects
- Define and agree the scope of the project and project deliverables in collaboration with project key stakeholders
- Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project
- Ensure that the project deliverables are delivered on time, within budget and with required level of quality
4. Management of third-party vendors
- Handle third-party vendors in helpful manner
- Represent to third-party vendors on behalf of customers in Japanese and English
- Manage and control service and/or product delivery of third-party vendors
5. Customer Management
- Manage customers’ requirements and wishes for both technical and non-technical in Japanese and English
- Manage and improve customer’s relationship
- Cooperate with our partners and provide excellent customer services
- Organize and/or participate in effective customer entertainment
- Report customer’s complaint to Supervisor / Line Manager immediately
6. Pre-sales
- Assist to present pre-sales document/proposal to customers co-working with sales department
KNOWLEDGE/FUNCTIONAL/TECHNICAL SKILLS/QUALIFICATIONS:
Essential
- A couple of years or more technical support experience in IT infrastructure industry
- Excellent communication skill with clients, end users and third parties
- Good documentation skill (Technical documents, customer reports)
- Good team player/Project member
- Highly proficient in Microsoft Office products (Outlook, Word, Excel, Power Point)
- Understand basic networking (LAN, WAN or Wi-Fi) and PC basic technical knowledge (Control Panel, Command Prompt)
Desirable:
- Good knowledge of Windows OS 8 & 10
- Support experience of Users/Group management in AD, Print management or Shared folders etc
- Support Experience Windows Server OS
- Experience Server administration: DNS, DHCP, DFS
- Knowledge of Microsoft 365
- LAN/Wi-Fi/WAN network support/troubleshooting
- Knowledge of IP phone system
- 2 year or more experience in Japanese company
- Some understanding of Japanese culture and Japanese language would be advantageous
** All applicants must have the right to work in the UK as the Company is not able to offer visa support.
TYPE: Permanent, full-time
WORKING HOURS: 8.30-17.00 from Monday to Friday, 37.5 hours per week
SALARY: depending on experience
START: ASAP
LOCATION: London
RESPONSIBILITIES:
1. Service Desk
- Provide 1st and 2nd technical support for their customers and their internal staff via telephone, email and online ticketing system
- Raise, update, and close calls on service desk call management system
- Resolve or escalate problems and service requests
- Provide accurate and timely diagnosis and rectification of customer faults
- Support, maintain and improve customer services
- Assist other on-site engineers and their back office engineers in the team
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Maintain customer systems in regular and/or on demand basis
- Maintain support related documents (e.g., Site manual, Asset List, User Manual)
- Maintain licenses/manufacturer support contracts and run inventory regularly
- Understand and follow customer's IT policies and procedures
2. System Integration / Office Relocation Services
- Provide system integration, office relocation services for their customers and their internal system
- Provide systems installation and configuration
- Provide system migration, move and removal
- Produce, update documents and save where appropriate
- Assist in design and implementation work
- Assist development of new products and services
- Knowledge-transfer customers' environment and new settings to service desk engineers
3. Project Management
- Provide project management for small system integration and office relocation projects, including their internal projects
- Define and agree the scope of the project and project deliverables in collaboration with project key stakeholders
- Monitor the progress of the project and make adjustments as necessary to ensure the successful completion of the project
- Ensure that the project deliverables are delivered on time, within budget and with required level of quality
4. Management of third-party vendors
- Handle third-party vendors in helpful manner
- Represent to third-party vendors on behalf of customers in Japanese and English
- Manage and control service and/or product delivery of third-party vendors
5. Customer Management
- Manage customers’ requirements and wishes for both technical and non-technical in Japanese and English
- Manage and improve customer’s relationship
- Cooperate with our partners and provide excellent customer services
- Organize and/or participate in effective customer entertainment
- Report customer’s complaint to Supervisor / Line Manager immediately
6. Pre-sales
- Assist to present pre-sales document/proposal to customers co-working with sales department
KNOWLEDGE/FUNCTIONAL/TECHNICAL SKILLS/QUALIFICATIONS:
Essential
- A couple of years or more technical support experience in IT infrastructure industry
- Excellent communication skill with clients, end users and third parties
- Good documentation skill (Technical documents, customer reports)
- Good team player/Project member
- Highly proficient in Microsoft Office products (Outlook, Word, Excel, Power Point)
- Understand basic networking (LAN, WAN or Wi-Fi) and PC basic technical knowledge (Control Panel, Command Prompt)
Desirable:
- Good knowledge of Windows OS 8 & 10
- Support experience of Users/Group management in AD, Print management or Shared folders etc
- Support Experience Windows Server OS
- Experience Server administration: DNS, DHCP, DFS
- Knowledge of Microsoft 365
- LAN/Wi-Fi/WAN network support/troubleshooting
- Knowledge of IP phone system
- 2 year or more experience in Japanese company
- Some understanding of Japanese culture and Japanese language would be advantageous
** All applicants must have the right to work in the UK as the Company is not able to offer visa support.
Updated: 50 days ago
Ref: YC45206