Job Description

Posted 1 week ago

Role: 2nd Line IT Engineer

Location: Didcot

Salary: £32k

Benefits:

20+ Days Holiday and rising (plus bank holidays)
Flexible working (WFH incentives)
Private medical cover
Discounted gym membership
Epic Christmas Parties – (weekend in Iceland last year!)
Car Parking

Primary Purpose

The Desktop team are tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion.

Key Responsibilities

Being the first point of contact for all incoming support calls, emails, and sessions – when necessary
Being an escalation point for all escalations coming from apprentice, and 1st line, engineers
Ensuring all forms of support call are logged in the system and the client is kept updated
Manage incident and request tickets ensuring established SLA's are met
Providing support to our clients
Help the Helpdesk Management Team with continued business improvements
Provide support to the apprentice, and 1st Line, engineers
Manage/Maintain all escalations from the apprentice, and 1st line, engineers
Communicate daily to clients with open tickets
Managing the client's expectations with ongoing tickets
Ensure all client related problems are logged correctly
Inform the Desktop Team Lead of any tickets requiring escalations
Working with client's 3rd party suppliers and vendors when appropriate
Adhere to all company policies and procedures
Ensuring that all role related KPI's are met
Logging, managing, and resolving client IT issues
Maintain desktop asset register and configurations
Undertake any other reasonable duties as required to meet the needs of the businessPerson Specification:

Minimum:

Excellent knowledge in Windows 7/8/10 installation and configuration
Good knowledge with MacOS installation and configuration
Exposure to Email Management/Configuration – Exchange 2013/2016, Office365, etc
Exposure to Office365 Powershell command-lets
Exposure to Email filter technologies, such as Mimecast, Barracuda, Sophos Email Gateway
Exposure to Microsoft Server OS – 2012/2016/2019
2+ years' experience working with medium-large businesses
Good working knowledge of Active Directory – User account creation, group creation, etc
Good working knowledge of NTFS permissions
Ability to learn on your feet
Strong communication skills
Excellent troubleshooting and problem resolution skills
Excellent client service
Positive attitude to work
Strive to continuous improvement
Able to work independently under pressure
Minimum of 2 years' IT experience in a corporate or services environment
Driving license and own transport

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position

Skills: