2nd Line Support Engineer

A well-established, award-winning Managed Print, IT & VoIP Telecoms Solutions provider has an exciting opportunity for a 2nd Line Support Engineer to join their team based in Newark. With regional offices located across the South, East Anglia, Midlands and London, the business has grown considerably over the past few years. They are well-established in delivering an outstanding service to a growing number of clients. The main responsibility of the role is to deliver exceptional 2nd Line IT Helpdesk technical support to both internal and external customers and staff, assisting them with hardware and software problems via phone and email. Key Responsibilities: Strong technical support skills for the following; Microsoft Windows administration (Server and Client) and fault diagnosis, Microsoft Office Applications including Word, Excel, Teams and other Office 365 applications, IT Hardware fault diagnosis, Server/PC/Laptop and Networking equipment, Microsoft Office 365 Administration, migration and deployment Virtualisation technologies such as VMware and Hyper-V The use of initiative to proactively seek out and investigate resolutions to newly arising issues, and take steps to test and implement these resolutions where appropriate. Excellent teamwork and collaboration with colleagues, working together to provide an excellent service. Good customer service experience. The ability to be flexible in the face of changing circumstances and situations In addition, you will be expected to: Deliver high quality support services for a range of IT systems and services, many of which are business critical Handle incidents and requests from a diverse user base of key internal and external stakeholders Diagnose and triage customer incidents/requests using a variety of applications and processes Ensure all queries are resolved within agreed timescales to meet SLAs Carry out regular reviews of existing processes and procedures and suggest areas for improvement Carry out testing of new system functionality where appropriate Ensure security of end user products is not compromised and follow appropriate security procedures Provide guidance to projects during planning and rollout as and when required Provide onsite support clinics to remote sites (travel will be required) as per agreed schedule or as and when required Essential requirements: Advanced understanding and experience using and supporting Microsoft Office Products: Windows 10, Outlook, Word, Excel, PowerPoint, Skype for Business, Teams, SharePoint. Experience using Microsoft Administration tools and applications: Active Directory, Hyper-V, DNS, DHCP, Group Policy management, Exchange email server on premises Experience using and supporting hardware, ideally including: Laptops, Intel PC systems, Android and Apple smartphones Experience of Router configurations, VPN, Broadband fault diagnosis Good understanding of networking & fixed-line, VOIP and mobile telephony Desirable requirements: Asset and configuration Management Project management skills Migration/deployment skills Effective time management skills Interpersonal Communication skills Positive ethos Current DBS check In addition it is desirable that you have: ITIL v3 foundation. Microsoft SQL experience Microsoft Certified Professional or equivalent certifications Sounds interesting? Click APPLY to send your CV for immediate consideration. Candidates with previous experience in or job titles including; 2nd Line Support Engineer, Technician, 2nd Line Support Technician, 2nd Line Support Analyst, IT Support Engineer, Second Line may also be considered. IND123

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