The primary function of the Production Support Engineer is to support production users and workstations (predominantly Mac OS), maintaining and troubleshooting systems as required, with the aim of providing a stable and fully functioning production environment, either onsite or remotely.
Additionally, provide first line support for Hogarth staff and clients that utilise Hogarth's applications, ensuring concise and accurate logging and management of all incidents and requests reported to the online service desk. Ensure tickets are resolved to the highest quality within agreed service levels whilst meeting customer expectations. Resolve first line issues and use the appropriate escalation channels if unable to provide a fix.
Essential Experience & Skills