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2nd Line Infrastructure Support Engineer

Employer
Volt International
Location
UK
Salary
Competitive
Closing date
15 Sep 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Key Responsibilities

▪ Provide varied levels of support for external customers remotely and onsite based on SLAs

▪ Communication with colleagues and clients

▪ Stay up-to-date and aware of the technical support issues, IT policies and best practice methods

▪ Mentoring and coaching of junior engineers

Experience & Key Skills

▪ Minimum 2 years IT experience in a similar role

▪ Proven analytical and logical troubleshooting ability

▪ Understand IT support requirements

▪ IT technical knowledge Could this be you?

▪ Customer service skills and problem solving

▪ Excellent telephone communication skills

▪ Strong drive for high customer service

Technical Skills & Knowledge

▪ Broad technical knowledge of IT infrastructure systems (particularly Microsoft)

▪ Accurately maintain and update the Helpdesk System

▪ AD, Azure, Exchange Server and Microsoft 365 administration

▪ Hyper-V and Azure VM administration

▪ Working knowledge of Windows Server 2012/2016/2019 ▪ Some Network skills desirable (routers, switches, firewalls, etc)

▪ Diagnose and resolve server, desktop, mobile device, application and networking issues ▪ Report faults and maintain logs on servers and devices

▪ Monitor existing alerts/faults and keep customers informed in a timely manner until the issue is resolved.

▪ Technically vet incoming telephone and email support with the purpose of either resolving remotely or identifying parts or actions required to best enable a first-time fix by the attending engineer

▪ Set up and configure new user devices

▪ Install authorised software to servers and devices

▪ Ensure licensing for all software purchased is recorded and maintained

▪ Perform miscellaneous job-related duties as assigned by the Technical Services Manager

Key Relationships

▪ Technical Services Manager

▪ Technical Consultants

▪ Network Operations Engineers

▪ Security Operations Engineers

▪ Customer Success Manager

Role

◼ Full-time (37.5 hours per week), permanent role

◼ Office-based (Cambridge) with flexible/remote working

◼ Reporting directly to Technical Services Manager
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