Client Support Engineer

Working in a mixed skill technical team to provide timely technical support to ALTO’s clients and other internal technical units in accordance with ALTO’s contractual obligations. As the initial point of contact for customers, triage inbound calls and perform initial troubleshooting. Document all communications and actions undertaken in a Ticketing system.

General Duties

  • Comply with all controls and measures implemented by the organisation for the purposes of Quality, Health and Safety
  • Advise management of any potential areas of improvement to the Quality, Health and Safety measures or management system processes
  • Report all Quality, Health and Safety issues, concerns, incidents and/or nonconformities as soon as practicable

Key Responsibilities

  • Monitor the internal ticketing systems completing basic support requests where appropriate
  • Create user accounts, manage permissions and passwords
  • Monitor responses to requests raised with Helpdesk, provide remote-hands support and respond to any queries in a timely manner. Ensure tickets are completed in accordance with the appropriate Service Level Agreement.
  • Display high level of customer service skills.
  • Assist support engineers when required.
  • Attend customer’s site when needed to resolve issues.
  • Maintain an up-to-date knowledge of current operating systems and standard software packages,
  • Engage in training opportunities to further develop skills and knowledge in key areas, such as desktop support, networking and operating systems

ALTO Quality Management System | ISO 9001

  • Awareness of and engagement with the ALTO quality management system (QMS)
  • Familiarity of and engagement with the After Action Review Process

ALTO Culture

  • Using the ALTO Culture Manual
  • Familiarise yourself with ALTO’s core values
  • Learn what it means to you to live the ALTO Culture
  • Ensure communications with colleagues and potential clients are aligned with the ALTO vision, values and culture.
  • Proactively seek out opportunities to develop your skills and master your abilities.
  • Aspire to show up as the best version of yourself, personally and professionally.  Utilise the platform that ALTO offers you for personal development and career progression.  
  • Consider your long-term career aspirations and how your role at ALTO can contribute to your personal goals.

General Responsibilities

  • Cooperate with the organisation on all measure and controls implemented for the purposes of Quality, Health and Safety

Functions | ALTO Functionality Management System 

Action tasks assigned to you under the Managed Services Function

Essential Knowledge and/or Qualifications

Microsoft 365 Administration  

Desirable Experience

Working within an IT environment

Essential Skills

  • A “team player” with exceptional client facing and service orientated attitude.
  • Ability to organise workload and to prioritise effectively.

Desirable Skills

  • Should have the determination to see a problem or activity through to a successful conclusion.
  • Ability to focus on the completion of tasks that make a difference to ALTO and its clients.

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Why you will love working with us

We’ve been chosen as one of the Sunday Times best places to work 2023. They highlight our policy of enabling staff to choose their own projects, biannual 360 meetings and regular training as the factors that make us stand out. We also provide subsidised yoga and private healthcare as part of our commitment to the wellbeing of our people.

"The thing that I love best about working at Alto is the culture. It's so permissive of showing up and being yourself and we collaborate as a team to work towards something bigger and greater."

Pamela Szymaniuk

Business Operations Manager

"It’s a really lovely company to work for, the people are lovely, they are really welcoming and I feel very supported. You can ask them anything and the onboarding has been really good."

Debbie Crichton

Client Relations Coordinator

"The opportunity to grow personally is a great aspect of working here. Having a CEO like Bruce with the vision he does is really inspiring, and so is knowing that we're all passionate about working towards the same goal."

Ross Singer

Internal IT Project Engineer

Our Accreditations

Silver Microsoft Partner
Datto Platinum Global Partner
Cisco Meraki Technology Partner
Bitdefender Certified Partner
ISO 9001 Certified
Cyber Essentials Plus Certified