Role: 2nd Line IT Engineer Location: Didcot Salary: £32k Benefits: 20+ Days Holiday and rising (plus bank holidays)Flexible working (WFH incentives)Private medical coverDiscounted gym membershipEpic Christmas Parties - (weekend in Iceland last year!)Car Parking Primary Purpose The Desktop team are tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion. Key Responsibilities Being the first point of contact for all incoming support calls, emails, and sessions - when necessaryBeing an escalation point for all escalations coming from apprentice, and 1st line, engineersEnsuring all forms of support call are logged in the system and the client is kept updatedManage incident and request tickets ensuring established SLA's are met Providing support to our clients Help the Helpdesk Management Team with continued business improvementsProvide support to the apprentice, and 1st Line, engineersManage/Maintain all escalations from the apprentice, and 1st line, engineersCommunicate daily to clients with open ticketsManaging the client's expectations with ongoing ticketsEnsure all client related problems are logged correctlyInform the Desktop Team Lead of any tickets requiring escalationsWorking with client's 3rd party suppliers and vendors when appropriateAdhere to all company policies and proceduresEnsuring that all role related KPI's are metLogging, managing, and resolving client IT issuesMaintain desktop asset register and configurationsUndertake any other reasonable duties as required to meet the needs of the business Person Specification: Minimum: Excellent knowledge in Windows 7/8/10 installation and configurationGood knowledge with MacOS installation and configurationExposure to Email Management/Configuration - Exchange 2013/2016, Office365, etc Exposure to Office365 Powershell command-letsExposure to Email filter technologies, such as Mimecast, Barracuda, Sophos Email GatewayExposure to Microsoft Server OS - 2012/2016/20192+ years' experience working with medium-large businesses Good working knowledge of Active Directory - User account creation, group creation, etcGood working knowledge of NTFS permissionsAbility to learn on your feetStrong communication skillsExcellent troubleshooting and problem resolution skillsExcellent client servicePositive attitude to workStrive to continuous improvementAble to work independently under pressureMinimum of 2 years' IT experience in a corporate or services environmentDriving license and own transport INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
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