2nd Line Engineer
Amersham/Hybrid (3-4 days Office based)
Up to £40,000
About the Company:
With more than 20 years of experience offerring a full range of technology services from consultancy and design to implementation and ongoing management and support our client provides managed and professional services into Four Key sectors; Construction, Retail & Hospitality, SME and Education.
An opportunity has opened up on the Support Team due to the company permanently relocating to Amersham.
The Role:
The role will be primarily office based, with occasional infrequent visits to client sites. There will be some flexibility offered to WFH for candidates that are at a level tecnically where they can remain effective in their duties.
To provide second line technical support. This may include:
* Remote access to the client’s machine to resolve problems.
* Utilize the RMM (Remote Monitoring and Management) tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising, working together with the service desk and NOC team.
* To assist with installs, moves, and changes.
* Physically building, configure, installing or repairing IT services and solutions.
* Assist with setting up and resolving issues with audio/visual equipment.
* Provision cloud-based services by utilizing various vendor cloud portals.
* Implementation of O365 environment – Office/ SharePoint/ Intune etc.
* Log all incidents in the Service Desk system as required/directed and follow ITIL based service desk procedures and processes.
* Take ownership of client incidents and be proactive when dealing with them.
* Work independently on projects and follow best practice guidelines toward documentation and details uploaded to our knowledge base
* Liaison with vendors to resolve issues
* Keep the client informed regarding the status of incidents.
* To visit client sites and provide technical support for logged issues.
* To work on projects which may be under the guidance of senior engineer.
* Develop good working relationships with clients and establish a solid understanding of their infrastructure and business needs and issues. Also required to carry out some relationship management tasks.
* Routine PSA system administration such as logging time, updating client contact information, etc.
* Consistently document knowledgebase with client information and fixes.
* Working within the guidelines of client specific service level agreements and objectives.
* Advise sales team on procuring IT equipment on behalf of customers
Skills and Person Specification
• Minimum 4 years' experience in I.T with at least 1 year MSP/Service Provider
• Configuration, support and maintenance of Microsoft Client Operating Systems
• Configuration, support and maintenance of Microsoft Office applications
• Support and maintenance of Microsoft 365 Cloud Services
• Microsoft Windows server administration experience
• Support and maintenance of WAN, LAN and WLAN technologies
• Understanding of PC hardware set-up and configuration
• Polite and presentable with excellent customer service skills
Desirable Skills
• Enhanced DBS
• Experience with Hyper-V and VMWare