2nd / 3rd Line Technical Services Engineer

Location
Bristol
Salary
£24000 - £35000 per annum
Posted
12 Jul 2018
Closes
09 Aug 2018
Ref
00085141
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
Are you proud when zero problems happen and can you live with not having issues and being "unknown" rather than being the 'knight in shining armour'? Do you thrive on sharing your knowledge and making IT simple not a "black art"?

You need to have had at least 3 years experience supporting multiple systems (desktop, servers and application servers) at minimum 2nd line to ensure you have the skills and demonstrable knowledge to deliver in this role. The majority of the time will be spent processing incidents and requests based from our offices but this is not a standard support role, providing onsite support for their clients is also required.

The role requires excellent time management along with the ability to get to the root cause of an issue. Strong organisational skills with the ability to triage and prioritise incidents and requests from multiple customers will be extremely important.

To be successful you will need to demonstrate that you can achieve the following:-
- To provide technical support for our client's issues providing technical resolutions whilst keeping the client informed throughout the life cycle of their ticket of the status of their ticket.
- To diligently follow the processes in place to administer tickets ensuring accurate and detailed information is recorded for every action and you fully read and understand the request before commencing delivery.
- Working as part of a team with colleagues within the business is essential, as each area's activities has a direct effect on the other. This is essential if we are to be successful and effective in our support offering.
- To manage clients expectations and build positive working relationships with the key staff and to show the value of their support offering through gaining a full understanding of the client infrastructure and needs.
- To provide support on client sites as required (must be able to drive a car in the UK), ensuring that a good relationship is developed, that an understanding of the clients needs are fully understood.
- To communicate with clients in a positive and professional manner to both set an expectation and to ensure every action is fulfilled to the client's satisfaction.
- To attend daily huddles providing feedback on your tickets and KPI's and provide any relevant feedback on improvement opportunities.
- To work to and understand the standards and requirements of ISO9001 and ISO27001:2013 as relevant to the role at all times.

Technologies include: Windows Server, GPO, DNS, DHCP, MS-SQL, MS Exchange, MS-365, SharePoint/Exchange Online, WatchGuard/Cisco Firewalls, MS-Office, VLAN, RAID, LUNS, SAN, NAS, DAS, VMware, Hyper-V, ADSL, VDSL, EFM, Leased, MPLS, SD-WAN, 3G/4G, Hosted VoIP, Printing, Scanning, MFA and Windows desktop/applications.

Working pattern - 8 Hours between 8am and 6pm Mon-Fri with occasional Saturdays or Sundays (on overtime) and occasional 24/7 with additional on call payments

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