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2nd Line Support Engineer

2nd Line Support Engineer (Aw000450) Witney, England

Salary: GBP25000 - GBP30000 per annum

Role: 2nd Line Support Technician

Location: Witney

Salary: 25k - £30k


Oxfordshire IT Company is looking for a dynamic ICT Support technician to join its team in the Witney, Oxfordshire area.

Successful candidates will be exceptional communicators who excel at working within a team and also when working with end users. Successful candidates must undergo an enhanced DBS Check and ideally have a full UK driving license.

In this role, you will work closely with the support and engineering department and may also include visits to customer sites.

Responsibilities and Duties

The primary responsibility of the role is to help maintain a high level of support for the company’s customers - This will mostly involve working from the office on the ICT support desk with a possible remote option. However, there may be times when you need to visit customer sites.

While on support you will be expected to undertake tasks such as:

  • Answering the support phone line and responding to customer emails.
  • The remote monitoring, diagnosis and fix of various ICT System issues.
  • Doing day-to-day tasks for customers, including updating anti-virus systems and applying windows updates.
  • Generating reports for customers.
  • Handling of hardware support requests by arranging replacements or repairs for customers.
  • Help manage (open, close, update) Service Desk tickets as they are added and be able to prioritise issues and escalate where required.
  • Working effectively with 3rd line Engineers to help resolve customer issues.

Technical competencies we are looking for (not everything below is essential, however the more that can be demonstrated the better):

  • Proven experience in installing, configuring, and troubleshooting Microsoft Windows Server (2016-2022)
  • Installation and configuration of Windows Server roles and services (DHCP, DNS, DFS, RDS)
  • Experience of Office 365 deployments, migrations, and management
  • Virtualisation - Good understanding of virtualization with good experience with installing and managing Microsoft Hyper-V
  • Excellent experience of PC deployment, particularly the use of the SCCM, Microsoft Deployment Toolkit and WDS to build and deploy images
  • AD – installation, configuration, and management of Local and Azure Active Directory and Group Policy
  • High level knowledge of Windows Operating Systems, especially Windows 10 & 11
  • Networking – Ability to configure a wide range of networking hardware. Experience with HP/Aruba Provision switches is advantageous
  • Experience of subnetting, VLAN design and implementation is preferable.
  • Knowledge of backup solutions and the ability to implement VEEAM, Redstor and NAS devices
  • Experience with web-filtering & firewall solutions is an advantage, especially Smoothwall & WatchGuard
  • Knowledge of the Sophos suite, especially anti-virus
  • Experienced in the management and implementation of managed wireless solutions, especially Aruba, with the ability to configure Guest networks and 802.1x security

Non-Technically we are looking for

  • Positive outlook and attitude when dealing with end users - even in busy situations.
  • Previous experience working in the education sector is beneficial.
  • A great communicator.
  • A patient and calm temperament.
  • Good Timekeeping.
  • A self-motivator.
  • Can-do attitude.
  • Someone who can follow instructions and work alone when required.
  • A problem solver.