As a Business Customer Service Engineer, you will be an integral part of the frontline support team for our business customers, providing a seamless and professional service that ensures their requests and issues are resolved efficiently and to the highest standard. This role demands a strong sense of ownership and accountability, with a strong focus on delivering first-time fixes whenever possible, this role emphasizes taking ownership of customer problems, striving to resolve them independently without escalating to other engineering teams. When escalation is necessary, the Business Customer Service Engineer is expected to actively learn from the resolution process, document the solution, and apply this knowledge to enable first-time resolutions in the future.

In this true first-line support role, you will handle a diverse range of responsibilities, including responding to customer incidents, managing service requests, and overseeing the provisioning, maintenance, and cancellation of enterprise business services. The role also involves collaborating with other teams to ensure a consistent and effective service delivery process coordinating the delivery of business customer order requests. Additionally, you may be required to conduct engineering visits to customer sites as needed and participate in a rotational on-call schedule to provide evening, weekend, and bank holiday support.

To perform effectively, you will need a solid understanding of and a willingness to learn key technologies, including Microsoft 365, Microsoft Azure/Entra, Mimecast, networking fundamentals, and telephony solutions. These skills will enable you to troubleshoot and resolve customer issues across a variety of platforms and systems.

The role operates normal working hours of Monday to Friday between 8:30am and 5:00pm but can be flexible between the hours of 8am to 8pm.

You may be asked to participate in a rotational on-call schedule to provide evening, weekend, and bank holiday support.

This role comes with the responsibility of administering the CAB function on a weekly basis and ECABs when needed

A high level of communication and professionalism is essential, alongside the ability to adapt to shifting priorities, work independently, and take full ownership of customer problems to drive them through to resolution

MAIN DUTIES AND RESPONSIBILITIES
Specifically, but not restricted to:

• Customer Communication and Support:
• Handle inbound and outbound calls with enterprise customers in a proactive, professional and courteous manner.
• Provide regular updates to customers on the progress of their tickets, ensuring high levels of satisfaction.
• Be the customer advocate within Sure driving for resolution to meet the customers expectations
• Fault Management and Resolution:
• Triage, troubleshoot, and prioritize faults based on customer impact and urgency.
• Drive resolution of enterprise customer faults and assistance requests, aiming for first-time fixes wherever possible.
• Raise, update, and track fault tickets with internal teams, external partners, and customers using the ServiceNow platform.
• Service Delivery and Operational Support:
• Oversee the provisioning, maintenance, and cancellation of enterprise customer services.
• Manage customer and internal notifications regarding service status and updates.

• Manage the day-to-day workflow of incoming orders, validate and assign to the respective team member for action, or assign to a different team if relevant.
• Monitor the back log of orders at any time and provide action plans to address any issues.
• Support the Change Management process running weekly meetings and facilitating the creation and running of ECAB meetings

• Monitoring and Tools Utilization:
• Use monitoring and management tools to proactively monitor the status of networks and services.
• Identify and escalate potential service issues before they impact customers.
• Collaboration and Improvement:
• Contribute to ongoing service improvement by identifying areas for enhancement and participating in related projects.
• Assist with routine network maintenance operations and collaborate with other teams to resolve complex issues.
• Technical Support:
• Provide basic support for Microsoft 365, Microsoft Entra, Mimecast, telephony solutions, and networking systems as required.
• Offer guidance and assistance for Datacentre and facilities tasks when needed.
• Conduct site visits when required to resolve customer issues or complete provisioning tasks.
• Provide basic hands and eyes support for customers when needed.
• Participate in the out of hours standby and on-call rota.

SKILL REQUIREMENTS

Essential

• Excellent customer service skills
• Academic Computing qualifications, ITILv3 or above, or Microsoft 365 fundamentals (MS-900), Microsoft Azure fundamentals (AZ-900)

• General IT/technology understanding
• Highly motivated and willing to develop/learn
• Good problem-solving skills
• Excellent Communication skills, both verbal and written
• Ability to work alone and as part of a team

• Participate in the out of hours standby and on-call rota
• A full UK Driving license

Desirable

• Experience in Customer Service roles is desirable.
• Operational experience on IT networks, infrastructure, datacentres, and associated services is also desirable but full training will be provided.
• Understanding of Service Now, Cerillion, Sateon, Zendesk, Solarwinds

• Any other IT qualifications a distinct advantage, especially Cisco/Microsoft/CompTIA