2nd Line IT Support Engineer - Ringwood

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View: 107

Update day: 28-04-2024

Location: Ringwood South West

Category: IT - Software

Industry: Staffing Recruiting

Position: Mid-Senior level

Job type: Full-time

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Job content

An established IT support and service organisation with clients across the South of England is looking for an experienced 2nd Line IT Support Engineer to join their Service Team in Ringwood, Hampshire.They invest in quality tools to enable you to deliver a quality service across a range of clients and their diverse IT infrastructures.It is the front-line of the business’s objective to provide high-quality, prompt and reliable IT support to all their customers. Candidates must be good communicators, clear thinkers and pleasant people in a crisis.Experience in operating a running Windows domain environment, including routine checks, management of backup systems, monitoring of systems and escalation of issues and a background of working in a multi-person IT support team are all essential skills.About The RoleThe 2nd Line IT Support Engineer role provides remote service and assistance to their customers, generally when they encounter unexpected technical issues with their IT systems and infrastructure.Training will be provided in various technologies in an on-the-job setting, and the role holder would be expected to invest the appropriate effort to capitalise on that training both in the workplace and in their own personal study time.Key Responsibilities
  • The role is strongly service-oriented, and much of the workload arises from customer calls, web-based contacts and emails which are recorded and managed by a central service desk system.
  • As a 2nd line engineer, the role-holder will already have experience with remote analysis of issues, diagnosis and support, including issues that go beyond user error into configuration issues and compatibility problems.
  • The role holder is expected to work with the customer to understand each issue sufficiently well that they can recreate it, diagnose it or escalate it to 3rd line colleagues with specialist skills where absolutely necessary
  • They would be required to monitor and follow up on their issues, taking internal ownership for seeing they progress to a conclusion, acting as the customer’s advocate internally or with 3rd parties
Desirable Experience
  • Broadband, VoIP
  • Cloud Services (control panels, Office 365)
  • Remote Support Tools such as Connectwise Control
  • Windows Server and Desktop operating systems
  • Mac Support
  • Mobile Device Support
  • Backup systems
Required Qualifications
  • GCSE Maths and English (or equivalent) - C or above
  • GCSE Science or Computer-related subject (or equivalent) - C or above
Desirable Qualifications
  • Other additional GCSE’s at C or above (or equivalent)
  • Microsoft Certifications
  • CompTIA Certifications
Sounds interesting? Click APPLY to send your CV for immediate consideration.Candidates with previous job titles and experience including; 2nd Line IT Support Engineer, 2nd Line Support, 2nd Line IT Technician, 2nd Line Service Engineer and IT Engineer, IT Field Engineer may also be considered.IND123
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Deadline: 12-06-2024

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