Job Title: Senior IT Support Engineer
Location: Chorley
Salary: £30,000 - £35,000
We have an exciting opportunity for a Senior IT Support Engineer / 3rd Line Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.
The Role of Senior IT Support Engineer
* Providing 2nd/3rd line technical support across our customer base via phone or email.
* Record and update all incidents and problems thoroughly through the company's ITSM system.
* Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure.
* Communicate effectively to ensure swift resolution at both technical and end user level.
* Maintain elevated levels of customer service for all support queries.
* Maintain accurate resolution documentation in our knowledge base repositories.
* Train and mentor our 1st line team to ensure a build-up of their knowledge.
* Liaise with 3rd party solution providers and develop excellent working relationships.
* Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.
* Attend customer sites and commit to repairs/new installations of equipment such as Firewalls, Servers, Workstations.
Person Specification for the Senior IT Support Engineer
* The successful candidate will be comfortable working as part of a team and on their own using their own initiative.
* Three years' equivalent work experience within an IT Support / Managed Service Provider environment.
* Be able to remain calm under pressure.
* Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes.
* Have strong interpersonal skills enabling good verbal and written communication.
* Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously.
* Be flexible in their approach to travel and projects undertaken.
* Be driven to learn new tech and self-improve.
* A strong understanding of ITIL best practice and frameworks.
Technical Skills - Essential
* Microsoft Windows
* Strong working knowledge of Windows Server Environments
* DNS and DHCP
* Deep working knowledge of Active Directory
* Continuous improvement work
* Desktop OS, Windows 7/8/10/11
* Remote Desktop Services experience such as VDI
* Experience of migrations
* Good understanding of network infrastructure
* Design and implementation of server infrastructure + upgrade experience
* Microsoft 365 administration and new tenant provision and setup
* Google Workspace
* Microsoft Azure
* Familiarity with Firewalls, configuration and installation.
Desirable
* Familiarity with Autotask PSA, RMM
* Knowledge of ESET Anti-Malware solutions
* Macintosh support and deployment
* Familiarity with Fortinet Firewalls
* Strong working Knowledge of ESET technologies.
Benefits
* Healthcare
* Career progression opportunities.
**A full driving licence is required to be able to travel to customer sites as required.
Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer
Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis of their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards.
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