IT Helpdesk Engineer - Experienced (Remote Support)

Job Board Direct
Bristol (City Centre)
26 Sep 2017
03 Nov 2017
Contract Type
Full Time
IT Helpdesk Engineer - Experienced (Remote Support) Location: Bristol Working hours: Full-time Monday - Friday Job type: Permanent Package: Competitive Salary + Overtime + Permanent Health, Death in Service Cover and Pension This is an excellent opportunity for an experienced IT helpdesk engineer to join a well-established organisation going through continued growth and expansion. Based in our Yate HQ, the successful applicant will join our highly skilled Remote Support Team and provide a high level of telephone and remote assistance to our customers and field engineers. This helpdesk team play a vital role in our support operation, they ensure our customers receive responses and resolutions well within our contracted SLA's. We support organisations throughout the UK from a wide variety of industries and charities. Many of our support calls are the result of alerts from our remote monitoring software. Other calls are raised by telephone and email. The responsibilities will include: - Trouble shoot issues and requests while ensuring we meet the relevant SLA - The IT Helpdesk Engineer will ensure procedures are followed and all work is correctly recorded / documented - Proactively monitor support trends and offer suggestions for improvement - The IT Helpdesk Engineer will perform checks to ensure all critical systems are operating to necessary standards - Where appropriate; escalate calls internally, liaise with manufacturers or pass to 3rd parties This role will suit someone who: - Is proactive, flexible and forward thinking; actively seeking new opportunities and ways to meet and exceed customer expectations - Generates solutions which are effective, efficient and practical - The IT Helpdesk Engineer will have excellent communication skills, both oral and written - Has excellent organisational skills, able to manage their own time efficiently and to co-ordinate activities to deliver work on time - The IT Helpdesk Engineer will be reliable and self-motivated Our standard support hours are 9:00am to 5:30pm on Monday to Friday. However, our remote support team join an early start / late finish rota that allows us to provide cover from 8am to 6pm on those days. The following experience is essential for this vacancy: - Microsoft Server 2008, 2012, 2016, R2, SBS and Windows 7 / 8 / 10 - Router / firewall configuration - Active Directory, TCP/IP, DNS, DHCP, VPN, IPsec tunnels - Mobile OS and devices - Virus / Malware scanning and removal - Excellent telephone manner and written communications - Remote support tools i.e. RDP and Team viewer The following would also be desirable: - Microsoft Office and Office 365 - Mac OSX and Apple devices The successful applicant must have experience in a similar role and ideally a relevant industry qualification from Microsoft, Apple etc. The company actively supports and encourages our technical staff to gain and retain competences. This role is office based, however, having a clean and full driving licence is desirable. The successful applicant would then have the option to assist the field engineers with their weekend onsite installations etc. This is an opportunity to earn more while gaining useful experience. This is a fantastic opportunity where your hard work will be rewarded with a competitive salary and benefits package. Previous Applicants Need Not Apply Absolutely NO Agencies Please Windows Server / Exchange / Active Directory / VMware / Hyper-V / MCSA / MCSE / Configuration / Microsoft Engineer / Routers / Switching / Networking / MCITP / BES
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