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2nd/3rd Line Technical Support Engineer

Posted 20 February by Objective Technologies Ltd Ended

Job Summary

Want to join a dynamic and growing IT Solutions Provider? Keen to progress your experience and skill set and have the opportunity to work with a variety of technologies and get involved in projects?

We have an exciting opportunity for an experienced 2nd /3rd Line support engineer to join our growing team. Ideally, you will have a minimum of 3 Years experience in a support desk environment, preferably from a managed services background and used to the fast-paced environment.

You will be responsible for the full ownership of the issue from taking and logging the call to our helpdesk systems through to resolution where appropriate. You should have exemplary communication skills, be well organised and extremely customer service focussed as you will deal with clients at all levels as well as liaising with 3rd Party suppliers.

Client site visits will be required occasionally for project based work so a Full UK driving license would be required.

We offer a competitive salary with clear progression, training and certification for ambitious candidates.

Main Duties will include

  • Handling all customer contact, telephone, email, helpdesk
  • Listening to and understanding the user's issue
  • Accurately logging all incidents, requests and calls
  • Keeping within service level agreed response and resolution times
  • Prioritising incidents and requests in line with SLA
  • Liaising with 3rd Party suppliers
  • Updating Users of progress
  • Monitoring and Maintenance of client servers and workstations
  • Creating and updating network and customer site documentation
  • Assisting with project work and system roll-outs

Technical Skills & Experience

  • Windows 7, Windows 8, Windows 10
  • Active Directory, Group Policy
  • Powershell / Scripting
  • ESET Anti-virus / RAC / deployment and Management
  • Server administration - Windows Server 2008,2012,2016
  • Backup Monitoring and Management / Veeam, Backup Exec
  • Microsoft Office 365
  • SharePoint Online
  • VMWare / VSphere
  • Mobile device support
  • Desktop Support
  • Strong networking experience LAN/WAN/Firewalls & VLANs
  • Good hardware knowledge, PC Builds and installations

Personal Skills

  • Willingness to succeed and develop
  • Excellent communication - Communication with all levels of users, both technical and non-technical
  • Exemplary telephone manner
  • Problem solving and resolution
  • Excellent interpersonal skills

Other Experience / Qualifications

  • Microsoft Certification - MCSE / MCSA
  • Knowledge of ITIL
  • Network Documentation
  • Remote Support Tools
  • Helpdesk Systems
  • Monitoring Software

Required skills

  • Helpdesk
  • Managed Services
  • Networking
  • Servers
  • Solutions Provider

Reference: 34520375

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