2nd Line Engineer

This role will be a mixture of 1st and 2nd line role working as part of the team of 3 internal support engineers and contracted external engineers this role is to ensure support requests are effectively managed throughout their lifecycle, providing business users with timely solutions and excellent customer service. 80% of this role will be done remotely from office or home during lockdown, with 20% on client site. Central to this is the IT Helpdesk team who provide day to day support to the users in person and online.

Key Duties

  • Providing an excellent customer service to clients.
  • Resolving helpdesk queries and escalating requests and tickets if needed.
  • Assist with configuration, support, servicing, and repairs of ICT equipment used across sites.
  • Acting as an IT liaison with 3rd party suppliers and engineers that are on-site ensuring problems are resolved in accordance with SLAs.
  • Provide support for IT systems such as Office 365, Outlook, Windows 10, website, internet, MS Office etc.
  • Monitor, respond and resolve tickets logged on the trust help desk, escalating complex issues as appropriate, as well as proactively identifying and resolving issues.
  • To document all faults and resolutions, accurately and systematically to meet standards and ensure that all user problems are escalated appropriately, and users are informed on progress.
  • To configure, test, deploy and troubleshoot a varied range of software applications from standard business applications to more specialist software.

Skills Required

  • Extensive knowledge of operating systems and hardware.
  • Driven to measure, improve and optimise processes and systems.
  • Excellent analytical and problem-solving skills.
  • Be innovative in approach and look for opportunities to improve.
  • Excellent English (both oral and written) communication and interpersonal skills.
  • Proven work experience.
  • Supporting users in multiple locations in a cross-platform environment.
  • MS Windows 10, Server 2008/2012.
  • Office 365, Exchange.
  • Active Directory, Group Policy management.
  • Basic Networking: TCP/IP, DNS, DHCP, LAN/WAN.
  • Experience with Datto’s Autotask is desirable.

Company Overview

My client provides full range of IT support over IT, HR, ICT, Accounting, Risk Management, Cloud and Data systems as well as telephony and supports SMEs in Central London, Croydon, Bromley, Victoria, Westminster as well as Sevenoaks, Tonbridge and nearby locations.

Reference code: JR130