Overview
We are seeking an experienced 2nd Line Support Engineer to join our team. The ideal candidate will have a strong technical background and excellent problem-solving abilities to provide advanced IT support to our customers.
Responsibilities
1. Take ownership of customer tickets, gaining a full understanding of the issue, troubleshooting, and seeing the job right through to successful resolution.
2. Adopt a proactive, ‘nothing is too much trouble’ approach to resolving customer IT issues, going above and beyond to make them feel valued and supported.
3. Liaise with the Helpdesk Manager in relation to monitoring incoming tickets and helpdesk enquiries; categorising and prioritising them according to urgency and importance.
4. Troubleshoot system and network problems, diagnosing and solving hardware or software faults swiftly, seeking advice from colleagues where needed.
5. Communicate effectively with customers, avoiding jargon, operating with a sense of urgency, showing empathy, and adopting a common-sense approach.
6. Maintain constant communication with customers, keeping them informed of incident progress and notifying them of impending changes or potential disruptions.
7. Meet with customers onsite to implement projects, install new hardware, or provide training on new technologies.
8. Demonstrate and maintain a solid understanding of all Microsoft technologies, including servers, operating systems, and Microsoft 365 cloud services.
9. Deploy and manage network devices such as switches, firewalls, and routers.
10. Be included in the on-call rota to ensure an out-of-hours service is maintained.
11. Play an important and active role in improving customer service, perception, and overall satisfaction.
Experience
1. At least 2 years hands-on experience with Microsoft technologies (Active Directory, Group policies, DHCP & DNS).
2. Management and setup of Microsoft 365 technologies including Exchange, SharePoint, Intune & Security implementation.
3. Familiarity with a wide range of IT systems, including network devices (switches, routers, wireless access points), workstations, and associated operating systems.
4. At least 2 years proven experience working on an internal IT helpdesk.
Skills
1. Excellent verbal and written English skills are essential.
2. Excellent communication and interpersonal skills with the ability to build meaningful relationships with customers and colleagues.
3. Fault finding and troubleshooting.
4. A self-starter, able to work with minimal supervision and manage own workload effectively.
5. A full UK driving licence is essential for this role.
6. An understanding that sometimes it’s the little things that make the biggest difference.
Attributes
1. Presented in a way that reflects professional pride and the values of Uniq Technology.
2. Super inquisitive and curious.
3. A team player, comfortable giving and receiving constructive feedback.
4. Awareness of own limitations and ability to escalate issues to others where appropriate.
Benefits
1. 23 days holiday (plus statutory bank holidays).
2. Modern air-conditioned office.
3. Free parking and a company car for any on-site visits.
4. Free tea and coffee (and sometimes even cakes).
5. Annual salary review.
6. Paid training and certification.
Job Type: Full-time
Schedule: Monday to Friday
Experience:
1. IT support desk: 2 years (required).
2. Managing Microsoft 365 services: 1 year (required).
Licence/Certification:
1. Full UK driving licence (required).
Work authorisation:
1. United Kingdom (required).
Work Location: In person
Application deadline: 29/11/2024
Reference ID: 0924
Expected start date: 01/01/2025
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