IT Support Engineer 1st/2nd Line

Liverpool, UK
09 Oct 2019
23 Oct 2019
Contract Type
Full Time
An award-winning management and technology company based in Liverpool have an exciting opportunity for a 2nd Line Support Engineer to join their Provisioning and Support team.

They offer technology services in Unified Communications, Business Continuity, Utility Expenses and Fleet and Asset Management. Combining excellent account management with practised technological analysis, they deliver a tailored combination of the greatest technologies available with the simplicity of only one point of contact.

As a member of the service desk the successful candidate will provide assistance processing, fulfilling and supporting customer orders, as well as Internal IT Infrastructure support. The candidate will be required to provide excellent customer services to all our clients responding to support requests and resolving technical problems within agreed SLA's.

Essential Skills/Experience:

This role requires demonstrable skills and experience in a number of areas:
  • Microsoft Active Directory administration and support
  • Microsoft Office 365 administration and support
  • Desktop support (Windows 7, 8 & 10, Server 2008 - 2019)
  • AntiVirus installation and support
  • Use of remote support tools (e.g. TeamViewer, Systems Management, Logmein, Zoho Assist)
  • Fault Finding and diagnosis
  • Networking experience - (TCPIP/DNS/DHCP/VPN/VLAN/Firewall Router configuration and management)

Desirable Skills/Experience

Further knowledge of some, or all, of the following would be advantageous:
  • An understanding of the ITIL v3 or v4 framework
  • Support of VOIP/PBX solution (e.g. 3CX, NEC, Avaya)
  • Support of data backup solutions (e.g. Redstor, Veeam, Datto, AppAssure)
  • Printer Management and Configuration (Local/Network)
  • Mentoring other members of the team to enhance their technical skills and capabilities.

Other Duties
  • Liaise with colleagues to plan work in advance and provide updates to relevant parties.
  • Ensure completion of work within pre-defined deadlines
  • Service Delivery Meetings - Attend service delivery meetings organised by internal sales team
  • Manage Cases and Opportunities through service desk portals
  • Attend internal/external training course as required.
  • Proactively contact customer with updates.
  • Any other reasonable duties as requested by their Line Manager, these may include special projects as defined and agreed by the Management team.

Sounds interesting? Click the APPLY button now.

Candidates with previous experience or job titles including; Service Desk Engineer, 2nd Line Support Engineer, 1st Line Support Engineer, IT Infrastructure Support, Technician, IT Support Engineer, IT Support Analyst, 2nd Line, Provisioning, may also be considered for this role.

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