it support engineer

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  • Job No.


  • Location

  • Contract


  • Salary To


  • IT Support Engineer
  • 2nd Line 
  • £32,000
  • Job Overview
    Provide 2nd line technical support to external customers, assisting them with hardware and software problems via phone, email or onsite.

    Duties and Responsibilities
    • To provide technical support; answering support queries either onsite or via phone or email
    • To maintain a high degree of customer service for all support queries and adhere to all service management principles
    • To take ownership of user problems and be proactive when dealing with user issues
    • To log all calls on the call logging system and maintain full documentation
    • Respond to enquiries from clients and help them resolve any hardware or software problems
    • Support users in the use of Computer equipment by providing necessary training and advice
    • To allocate more complex service issues to the relevant IT Support member
    • To arrange for external technical support where problems cannot be resolved in house
    Skills / Attributes Required
    • Relevant 1st line / Helpdesk support experience
    • Networking – LAN, WAN, Firewalls, Routers, VPN’s
    • Office 365/Sharepoint – installation, troubleshooting and management
    • Server builds – Windows 2012, 2016
    • Good knowledge of Active Directory
    • Remote server and desktop support – RDP
    • Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
    • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
    • Excellent telephone manner and face to face communication skills
    Minimum requirements
    • Driving License
    • 2 years Business IT Support experience minimum
    Additional Knowledge useful
    • Relevant Microsoft certifications
    • Citrix experience and qualifications
    • Vmware ESX server experience
    • Cisco experience and qualifications
    • VOIP hardware/software experience

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