2nd Line IT Engineer

Salary: £30,000 – £36,000 per year

Experience is neeed in:-

• Providing a quality, single point of contact for external & internal customers & users, ensuring prompt handling of all incoming requests for services, supporting via phone, remote access & on-site service, relating to PC, network, infrastructure, hardware & software problems

• Working within the helpdesk systems to accurately record, track & update tickets & to keep Customers informed of progress, ensuring high levels of communication, with the adoption of best practice service management principles

• Working within the monitoring software to proactively identify & head-off potential issues

• Ensuring all incoming requests, for tech support & services, are accurately recorded on the call logging system so as full historical information & data is made available to all relevant parties, managing the lifecycle of all incoming requests through to resolution

• Install & configure computer hardware, software operating systems & applications, Office 365, networks, printers, scanners & associated techs

• Troubleshoot system & network problems, diagnose & solve hardware/software faults, set up new users’ accounts, profiles & deal with password issues

• Support the roll-out & implementation of new applications & tech, plan & undertake scheduled routine maintenance checks & upgrades

• Obtain replacement or specialist parts, fixtures or fittings in accordance with internal quoting & purchasing procedures, manage stocks of equipment, consumables & other supplies

• Engage with admin duties inc, maintaining records of hardware service tags & software licences etc

• Continual dev in areas such of Microsoft 365, Azure, Windows Server & other tech solutions

• Ensure all deadlines are met in a timely manner & customers / colleagues are informed

• Adhering to & respecting confidentiality policies & intellectual property (IP) rights

• Ensure personal workspace is kept clean & tidy at all times, respect company property & report misuse of company property, ensure that all H&S procedures are effectively carried out & risk assessments are undertaken & safe systems of work is adhered to, including those which apply to customers, when working onsite

• Remain up to date with professional knowledge by participating in training opportunities, reading tech publications etc

• To act at all times to promote equality & diversity ensuring inclusive & integrated services