IT Help Desk Engineer - 1st / 2nd Line Support

Practical Networks Ltd
Eastfield, UK
22 May 2019
27 May 2019
Contract Type
Full Time
As a core member of the help desk you will aim to resolve support calls at your first point of contact from the customer. In all cases you will see incidents you log through to resolution even when escalating calls to more senior technicians. This approach increases your exposure to different technologies and in turn increases your ability to progress your technical knowledge.

Key Responsibilities:
  • To provide technical support to clients via remote and telephone support.
  • Logging and updating all key information regarding the support call.
  • Fully resolving the support call in a quick and efficient manner, paying particular attention to company SLA's.
  • To escalate calls where necessary to 2nd / 3rd line support.
  • To show genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the company's offer of training.

Technical Skills:
  • Windows Server and MS Desktop OS
  • Microsoft Office 365
  • Must be able to demonstrate the ability to diagnose and troubleshoot IT issues
  • Must have knowledge on how to configure VLANS, Firewalls, Routers and Switches
  • The following skills/experience would be advantageous but not essential:

IP telephony, MAC, VMWare, Hyper-V, SharePoint.

Person Specification:
  • Good Team player
  • Must have minimum 12 months solid experience working on an IT Help Desk in similar role
  • Confident when dealing with client requests
  • Clear and effective communicator and be able to demonstrate a passion for customer service
  • Projects a positive, friendly and professional image in person and on the phone
  • Have a desire to learn and be proactive in fault finding
  • Reliable and Flexible
  • Full Clean Driving Licence
  • Will be required to undertake an enhanced DBS check

Desirable qualities:
  • Dependable: Consistently following jobs through to the end
  • Positive attitude: Creating a good environment
  • Self-motivated: Working effectively with little direction
  • Strong work ethic: Setting and achieving goals

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