1st/2nd Line Support Engineer

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.