Role: 1st/2nd Line Support Engineer
Type: Perm
Start: ASAP
Salary: £25,000 per annum (Dependant on experience)
The ideal candidate will have a minimum of two years' experience in a similar technical role, although candidates who can demonstrate a track record of fast paced learning may be considered.
Main Duties:
- Provide 1st line interface with customers logging issues covering all support channels (email, telephone, portal and instant messaging)
- Manage incident lifecycle from logging, investigation through to resolution
- Provide 2nd line support for the MS technology's including, Office 365, InTune, Windows 7,8 10, Azure
- Carry out and manage technical escalation to 3rd line, service management and project teams
- Work with Service Managers/Service Desk Manager on reporting
- Provide technical assistance to projects teams
- Monitor and progress incidents, changes and requests assigned to other team members
- Create and maintain knowledge base articles around core internal and customer technologies
Essential Experience:
- Worked in a IT support role
- IT infrastructure support working across a range of up to date technologies including Office 365,
- Exchange, Windows 7, 8 and 10, Active Directory, Mac OS, Apple iOS and Android
- Logical and methodical problem-solving skills
- Ability to convey technical issues simply to end users
- Understanding of customer service skills showing empathy, confirming understanding, effective listening etc
- Awareness of ITIL
- Creation of knowledge base articles around core internal and customer technologies
Aptitudes and Attributes
- Excellent written and verbal communication
- Able to manage time and work under pressure to tight deadlines
- Able to manage the demands of numerous tasks
- Able to work on own initiative and within a team environment
- Self-motivator and able to motivate others
- Diplomatic when faced with issues
Other Requirements:
- Willing to undertake further training to fulfil the requirements of the role
- Continuous development of technical skillsets through research and lab creation
- Extended hours support coverage and infrastructure maintenance
- Willing to work additional hours to meet the demands of the role
- May be required to travel on company business ad-hoc basis
Due to the volume of applications, we regret that we can only respond to those meeting our above requirements.
