2nd Line IT Support Engineer

Job content

Our Client are a Successful IT Company, based in Waterlooville, within an easy stroll of somewhere to grab some lunch if you fancy getting out and about at lunch time.

They have a buzzy and friendly team, who are dedicated brand ambassadors to the Companies Clients, and who pride themselves on a first class service, while having fun at work.

As a small to medium company, there is a real family feel here, where you’ll join a business that cares about you as a person – you won’t be just a number.

We are really excited to have a new opportunity for you to join them as a 2nd Line Engineer.

The Helpdesk you’ll be working on is responsible for supporting and maintaining clients’ IT systems and for providing efficient desktop support to all business users. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries.

Here is a little about your role and responsibilities:

To provide second line technical support, assisting with PC, Server, networking and hardware problems via phone, email or onsite visits. The position provides exposure to a broad range of IT-related projects and activities.

• Provide technical support queries professionally and efficiently, maintaining a high degree of customer service
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• To document all calls on the call logging system
• React to alerts from monitoring systems within SLA
• To ensure that all incidents and requests are closed within SLA
• Ticket handling: maintain full documentation and follow internal procedures
• To work effectively and productively with 3rd line support
• To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
• Customer site visits, complete network audits
• Follow internal processes and procedures
• To maintain user security on all systems
• Supporting users in the use of Computer equipment by providing necessary training and advice
• To arrange for external support visit whenever problems cannot be resolved in house
• Escalating IT issues to the IT manager where necessary
• Responsible for managing backups and tape rotation
• Diagnosing and resolving technical issues
• Undertaking small- to medium-sized IT projects as instructed by the IT manager
• Providing desktop and server support
• Supporting and maintaining VM, MS Server/Desktops
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date
• Fault finding to laptops and desktops
• Reporting faults and maintaining logs on servers, desktops and laptops
• Completing user moves including phones
• Patching of network and phones
• Making of Cat 5 e network cables were necessary
• Setting up and configuring new core servers
• Installing authorised software to core servers
• Ensuring patches and upgrades are applied to core servers
• Fault finding to core servers
• Ensuring licensing for all software purchased is recorded and maintained
• Exchange server mailbox maintenance including archiving mailboxes
• Setting up new users and disabling expired accounts in accordance with HR requirements

Skills

• Knowledge of MS Active Directory architecture & GPO
• Administrating AZURE Backup/ other backup systems
• Microsoft Windows Server / Hyper V (current and supported versions)
• Network (TCP/ DCHP/ DNS / VPN / Routers / Switches)
• MS 365 (current and supported versions)
• A Microsoft certification such as an MCSE or MCITP
• Relevant 1st line / Helpdesk support experience
• Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10)
• O365
• SharePoint setup and administration
• O365 E-Mail permissions, calendar sharing, and delegation)
• A Microsoft certification such as MCP or MCTS

Now, let’s take a look at the benefits of joining this lovely Tech Company:

• Free Drinks in the office all day – Tea, Coffee or fancy Fizzy Drink cold from the fridge, you got it!
• A range of treats for you every single week – Fruit, Doughnuts & other Sweet Treats
• Huge Bonus Scheme, where 10% of the Companies Projects Profits are split between the team twice a year! So, you’ll be able to treat yourself to a little something special!
• A lovely office, in a fabulous location with Free Parking.
• Enjoy Cycling? There are Showers and Changing Facilities onsite for you.
• Death in Service – should the unthinkable happen, your family will be taken care of.
• You’ll get to work with a team who will become more than colleagues. They’re Family.

If this is the perfect opportunity for you, why not apply today and let’s get the ball rolling with an interview.

Job Types: Full-time, Permanent

Salary: £24,000.00-£28,000.00 per year

Benefits:

• Company events
• Free parking

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus