1st/2nd line IT helpdesk engineer

If you like to be challenged but enjoy working in a fun environment, you could be just the person we are looking for.

Due to a rapid growth in our managed support services, we are looking to recruit a passionate experienced Helpdesk Support Engineer to join our team of Cisco and Microsoft Accredited Engineers based in our network operations centre on the outskirts of Cardiff.

This is an interesting, fun and varied role that will call for you to have excellent interpersonal and communication skills as you will be the first point of contact for all IT related enquiries and queries from internal customers and users. If you have a "hands on, can do" attitude then we very much want to hear from you.

This role provides you with the opportunity of building upon an existing helpdesk operation and working with the helpdesk team lead to develop a more expansive, documented and automated system. Attention to detail and high standards of accuracy are critical for this position as is the ability to put our customers at the heart of the role.

Capital Network Solutions Limited is a progressive Cisco, Microsoft and Dell Partner that specialises in all aspects of IT networking including Wired and Wireless Networking Consultancy, Network Design, Installation, Security and Managed Support Services. Our core technology areas include routing, switching, security, wireless, Unified Comms, storage, business continuity and datacentre development. Working with enterprise and SME customers within Wales and the UK, the ability to learn, develop and gain experience of various sized networks offers variety and a fantastic opportunity for anyone loving a challenge.

Job Description

Job Summary:

• Providing 1st/2nd line IT support to users of all abilities
• Monitoring the availability and status of connectivity/infrastructure services and addressing issues where appropriate.
• Providing support to the project engineers and pre-sales team
• Providing IT hardware/software technical selection and pre-installation services
• Getting to know our customers face to face will be possible via onsite visits

Key Role and Responsibility:

Help Desk:

• Logging calls and emails to the help desk from users and customers with IT related problems or queries and updating our online Helpdesk portal

• Ensuring that all incidents are dealt with in a timely manner and in accordance with our SLA’s

• Escalation of incidents where appropriate

• Ownership and management of critical incidents raised within the helpdesk

• On boarding of new customers and suppliers

Procurement:

• Assistance with hardware/software selection

• Booking in of received stock

• Stock and inventory control and monitoring

Disaster Recovery/Back-ups:

• Complete Operational back-up duties - in line with DR policies and procedures

Person Specification

Essential

• Demonstrable recent evidence of providing IT helpdesk support within a Windows Environment (Windows Server, Active Directory, Exchange, Outlook, Excel, PowerPoint)

•Experience of building, configuring and deploying PCs

• ITIL foundation 

Desirable

• 2nd Line support skills
• Network troubleshooting experience
• Knowledge of Firewalls/VPN’s
• Knowledge of Virtualisation, SAN’s and Storage
• Blackberry administration
• Knowledge of telephone system support
• Relevant Microsoft Certifications

PERSONAL QUALITIES

• Effective written and verbal communication skills

• Confident and enthusiastic yet patient

• Team player who gets an enormous buzz from doing a good job

• Self- motivated, able to keep to deadlines and take ownership of a situation

• Excellent analysis and problem solving skills

• Thoroughness and attention to detail

• Ability to build good long term relationships with users

• Flexible approach to work, including working hours

• Excellent organisational skills

• Ability to see things through to conclusion

• Ability to work in a challenging environment

• Ability and keenness to learn and progress

BENEFITS

• Excellent ongoing professional and career development opportunities

• Access to the latest technologies in our demo lab

• Experience working for the only Cisco Premier Partner in South Wales

• Gym membership

• Free parking and onsite cafe