Third Line Support Engineer Home Based

Salary: £30,000 – £42,000 per year

Working as part of a small team,, your work will involve supporting clients who are mainly based in Dorset and along the M4 corridor and midlands.

Mostly your work will be carried out from your home, with occasional trips to client sites, when required. Your principal duties and responsibilities will include:

To deliver projects including and not limited to Cloud migration
To deliver new software and hardware solutions to clients, as specified and planned
To support and maintain Cloud integrations
To perform all work necessary for server configurations
To resolve networking infrastructure issues
Provide consultancy services to customers in support of MD
To provide technical pre-sales support, including but not limited to building quotes and creating defined scope of works documents for client projects
Delivering cyclical and routine Back Up, Disaster Recovery and Endpoint Security tasks for clients
Log calls and create tickets on the Helpdesk system keeping up-to-date client records
Maintain a high degree of customer service for all support queries and adhere to all Company procedures
Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels
Take ownership of user problems and be proactive when dealing with issues, keeping clients updated and providing feedback on progress of logged issues
Provide on-site support to customers as and when required
Resolve escalated, complex client issues
Perform testing and to support all aspects of testing and acceptance for given projects
Evaluate user needs and system functionality, ensuring that IT facilities meet these needs
Assist with updates and renewals for software maintenance
Support clients in the use of computer equipment by providing training when necessary
Teamwork with other personnel to develop and implement technical processes as required
Find innovative ways of improving IT services and identify technical advances to support customer’s benefits and opportunities for new business
Keep up to date with changes in IT legislation relevant to role
Install equipment or software
Ensure the smooth running and maximum availability of all IT systems, including email provision, print services and telephones (mobile and fixed)
Ensure the security of systems and data from internal and external attack
Manage situations, which may involve complex technical hardware or software problems
Attend necessary training courses in order to build competence in providing technical assistance and support to customers
Arrange for external technical support where problems cannot be resolved
Carry out any other duties that are within the employee’s skills and abilities whenever reasonably instructed.There are some essential requirements for this role:

You need to be Microsoft Certified Professional (or have achieved some substantial and relevant units) and have a full driving licence.

Also essential is that you can demonstrate experience in delivering customer-facing support, preferably to different clients; covering a wide range of software and hardware, including but not limited to Microsoft Windows 7,8,10 and Mac OS, HP, Lenovo and Dell

You should be able to demonstrate, with examples, that you have managed and delivered customer-facing IT projects

Also desirable is that you are CISCO Certified CCNA.

The hours of work are 09:00 – 17:30, with 1 hour lunch break, Monday to Friday.

Annual leave is 28 days including Bank Holidays