This position is no longer open for applications

Position: 2^nd Line Engineer

Location: Abingdon, Oxfordshire

Salary: £25k – £32k plus Benefits.

Our clients aim is to provide the best-in-class technology & IT Support solutions to support businesses in Oxfordshire and surrounding localities.

We have a keen eye for innovative solutions that benefit our clients, accompanied by a wealth of experience with both small and large businesses. Our team of experts have customers spanning a range of industries including; Healthcare, Education, Legal, Financial, Engineering, Manufacturing, Distribution, Telecommunications, Architectural, Design & Public sectors.

In every engagement we strive to tailor each IT solution individually for the business needs, maintaining our values to deliver the best customer experience.

Department Function:

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 1^st 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  

Role Activity:

• Providing support to our clients
• Help the Helpdesk Management Team with continued business improvements
• Provide support to the apprentice, and 1^st Line, engineers
• Manage/Maintain all escalations from the apprentice, and 1^st 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 3^rd 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 business

Person 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
• 2+ years’ experience working with medium-large businesses
• 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

Desirable:

• Exposure to Microsoft Server OS – 2008/2012/2016
• Comptia A+
• Comptia N+
• Wireless management – Ubiquiti, Meraki, Netgear, etc
• Mimecast, Barracuda, Sophos Email Gateway
• Group policy management – deployment or management

Compensation

• Training and progression
• Team events
• Annual increments are subject to achieving performance management targets. 
• Private Health care after a year of service
• 25 days Annual leave per year.
• 25k – 32K depending on experience.

 INDIT