2nd Line IT Support Engineer

A fantastic opportunity to join our award-winning client based in Whiteley in Hampshire.

Job Summary

The role of 2nd IT Engineer is responsible for ensuring IT support is delivered efficiently and effectively in line with the company’s framework and standards. Working with the team to ensure that any service related issued are resolved in line with specific SLA’s and to the customer’s satisfaction and providing assistance in pre-sales queries from the sales team.

Reports to:

Senior Solution & Integration Specialist

Key Responsibilities:

• Responsible for second line technical support to the customer

• Undertake PC Builds and installations as and when required

• Use Peach software to manage, monitor and respond proactively to customer incidents

• Ensure customers are kept informed regarding on-going incidents and effective communication is delivered to the business

• Work towards achieving agreed and contracted SLA’s

• Work with 3rd parties to provide incident support through to resolution with customer specific applications

• Identify areas of improvement and make recommendations to appropriate parties.

• In line with ISO standards, ensure that all processes, procedures and documentation are maintained and updated where appropriate in line with company procedures

• Ensure all activities are aligned with ITIL procedures.

• Escalation point for colleagues from the helpdesk issues

• Commissioning of desktop and laptop hardware

• Installing and testing operating systems and software applications

• Troubleshoot and resolve end user IT Problems via phone and email

• Prioritise and manage end user issues

• There may be a requirement to provide telephone cover during out of hours and weekends

• Assist in project-based work as and when required

• Perform basic audit tasks and documentation of client systems

• Any other ad hoc duties as and when required

Relevant Experience:

• Have a proven IT support background

• Good Customer service, telephone and written skills

• Being proactive, motivational and able to deliver results in a pressurised environment

• A team player with a collaborative approach to problem solving and service delivery

• Good planning and organisational skills

• Adaptability/to be flexible to changing business demands

• Positive and Professional approach to work

• Full UK Driving License – To Travel to client locations

• Knowledge of networking

• End User Support for Windows 7/8, MS Office 2007-2013

• Experience with Server 2003/2008/2012 including SBS and Exchange 2003-2010

• Experience of working within a team in a MSP environment.

• Experience of deploying new hardware and applications, and optimising their use.

• Demonstrable experience of dealing with a large customer base.

• Demonstrable and sound technical skills in all relevant areas

• Demonstrable experience of keeping up-to-date with IT trends.

• Knowledge of Quality Standards relevant to the industry

Technical Skills:

• Working knowledge of the following:

  • RMM systems and Professional Services Automation

  • Hyper-V experience

  • Windows Server 2000, 2003, 2008 and 2012

  • Microsoft Exchange 2003 / 2007 / 2010

  • Labtech, Connectwise

Essential Skills:

• Excellent interpersonal and communication skills

• Excellent customer service delivery

• Delegation and leadership skills

• Good organisational and problem solving skills

• Team player

• Focused and goal orientated

• Self-motivated and proactive

• Flexible approach and ability to multi task

This is an excellent opportunity to join a company where hard work and enthusiasm are rewarded. This role will lead to progression for the suitable candidate.