1st Line Support Engineer/Service Desk Analyst

An exciting opportunity has arisen for a 1st Line Support Engineer to join a fantastic company based in Redruth, Cornwall.

Requirements for a 1st Line Support Engineer –
12 Months relevant experience working within an IT support function
Any formal IT related qualification MCP’s A+, N+
Experience of Windows Active Directory
Experienced in supporting Microsoft desktop operating systems
Expert knowledge of PC technology hardware, software, operating systems
Experience of installing, configuring, testing and implementing hardware and software applications
Demonstrate knowledge of problem solving in both hardware and software systems or networks

Desirable requirements for a Service Desk Analyst –
Knowledge of networking and communication concepts
Experience of supporting Microsoft server operating systems
Experience of supporting Microsoft server applications
Experience of supporting roaming and remote users over a range of technologies
Experience of managing backup solutions
Knowledge of virtualisation products and concepts
Specific experience with 3CX, WatchGuard and VMWare
Knowledge of Firewall technologies, VPN and security principles.
Experience and knowledge of cloud based technologies such as Office 365 and Azure.
Experience with VoIP telephony, software and hardware PBX’s

Special Requirements for a 1st Line Support Analyst –
Full clean driving license
Due to supporting 24 hour business systems, it will be necessary to participate in an “on call” environment
Some out of hours working may be required

Main Duties for a Service Desk Analyst

Implement planned rollouts, upgrades and maintenance schedules of software and hardware solutions.

Monitor back-ups, anti-virus protection, firewalls and email/web usage systems to ensure correct operation.

Assist technical operations manager in the production of installation and upgrade instructions, following agreed standards, procedures and time scales.

Investigate, diagnose and resolve support issues, working with clients, colleagues and third party suppliers as appropriate, taking ownership of tickets.

Encourage users in making more effective use of desk-top systems, products and services, providing detailed advice and guidance.

Interpret technical manuals and documentation on behalf of the client, providing information on the full range of capabilities of systems, products and services and where applicable, provide documented details to develop the support desk function.

Ensure consistent delivery of high quality services to all clients, in accordance with procedures and policies.

Ensure procedures and policies relating to backups, anti-virus protection, capacity planning and other security mechanisms are implemented and monitored to protect the clients IT infrastructure, its data and business integrity.

Maintain confidentiality of information acquired in the course of undertaking duties and adhere to the Data Protection Act.

So if you are a 1st Line Support Engineer with the above skills/experience looking to join a company where training and support is key then please apply today!