1st/2nd/ Line Support Engineer
We want you to join a fast-paced environment as 1st/ 2nd Line Support Engineer which provides services over the phone, through e-mail, phone, and in person (for walk-in customers). Improving the user experience is at the core of the of the IT Support Engineer role and as a result the tasks and projects involved can be varied, providing some great opportunities to learn and develop.
We would like a 1st/2nd/ Line Support Engineer that can work flexibly, as determined by business requirements, including weekend working on a rota basis or other arrangement. The ideal 1st/2nd/ Line Support Engineer will be on an on-call rota and provide out of hours cover as required. The 1st/ 2nd/ Line Support Engineer will need to hold a full, clean driving licence, and have access to their own transport.
The main duties of the 1st/2nd/ Line Support Engineer are:
- Monitor and respond to incoming IT support requests from users via the support request ticketing system.
- Ensure any support requests not received via the ticketing system are properly logged on the system.
- Provide desktop and server support.
- Diagnose technical faults and identify, fit and test appropriate resolution.
- Plan, perform and test upgrades of system software, user software and device firmware.
- Configure, administer and troubleshoot problems with mobile phones, tablets, and other mobile devices.
- Troubleshoot and resolve printing problems.
- Managing security updates and anti-virus across the desktop estate.
- Maintain a first class level of customer service ensuring that all customers are treated efficiently and courteously.
- Support new colleagues with system and process queries.
- Provide support for the Mitel VOIP phone system.
- Actively support remote offices, sites and depots with routine and reactive visits.
- Actively develop and maintain documentation of all IT systems and process.
- Operate, test and maintain scheduled server backup processes.
- Perform data recovery when required.
- Creating purchase requisitions for IT hardware/software.
- Act as a highly motivated team player with the skills and ability to manage changing priorities.
- Exhibit a flexible approach to working and provide necessary cover where needed.
- Attend training as agreed for appropriate development and to keep up to date with internal systems and processes.
- Work within all relevant legislation, policies and procedures.
- Participate in the annual performance development review process.
- Manage work load.
- Communicate identified risks effectively.
- Support the Senior Management Team in the identification of areas for improvement.
- Assist with the preparation of performance reports as required.
- Undertake other duties not specifically stated here which from time to time may be necessary without altering the nature or level of responsibility of the post.
Requirements
1st/2nd/ Line Support Engineer Knowledge and Skills
Experience
- Exposure to Microsoft Azure.
- Microsoft Sharepoint.
- Microsoft SQL server.
- Broad understanding of IP networks.
- Mobile device management.
- A minimum of 3 years’ experience working within an IT support position.
- Experience in 1st line support.
- Experience of working with Voice Over IP phone systems.
- Experience of field working - i.e. overnight stays; visiting remote sites.
- Experience of using industry standard Helpdesk ticketing systems.
- Experience of using remote assistance software (i.e. TeamViewer).
- Experience of supporting the following systems and services from real-world deployments:
- Microsoft Windows desktop operating systems.
- Microsoft Windows Server operating systems.
- Microsoft Active Directory.
- Microsoft Exchange Server.
- Office 365.
- File and Print Services.
- VOIP Telephony (Mitel, Avaya).
- Mobile technology (Android mobile phones and tablets).
- Wireless networks.
- Experience of antivirus, end point protection, malware and anti-spam tools.
1st/2nd/ Line Support Engineer Skills Competence
- Excellent analytical and problem solving skills.
- Keen attention to detail.
- Team Player but capable of working on own initiative.
- Adept at prioritising multiple tasks and accountabilities, often to tight deadlines.
- Ability to communicate highly complex and innovative ideas in business-friendly and user-friendly language both verbally and in writing
- Ability effectively to research, compare, test and critically evaluate new and existing technologies for business use.