2nd Line Support Engineer - Glos

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2nd Line Support / IT Support EngineerThis client is on a mission to change the way IT service are delivered. It's not just the quality of the advice & expertise, it's the way they do it that makes the difference. With people at the heart of the company & their customer's businesses, they build meaningful partnerships built on trust & tangible results.Most importantly, they pride themselves on the quality of people in the business & the high level of service this enables them to deliver to their customers. So you need to be committed & ambitious to join them on their journey.They offer a friendly working environment where open learning, collaboration, feedback & support are encouraged. Working here is an ideal opportunity for you to further your technical knowledge & gain experience in a dynamic environment with other like-minded industry professionals. They believe in rewarding hard work & loyalty, & this is reflected in the benefits package.The RoleThis role will be primarily focused on providing 1st class remote desktop support for users across their client base, using a wide range of business & IT systems. The role will involve direct contact with clients at all levels from the board room to the shop floor. The post holder will need to work quickly, efficiently & professionally throughout their day, keeping customers & internal stakeholders updated at all times.The role is a technical support role first & foremost, with you required to have a high degree of accuracy & attention to detail & a 'can do' attitude coupled with excellent customer service skills.KEY RESPONSIBILITIESProviding 1st & 2nd Line desktop support to users in response to tickets raised by phone & emailTaking ownership of incidents & service requests, seeing them through to completionInvestigation & resolution of issues & problems,Managing workload of tickets to ensure SLAs are metMaintaining communication with the user throughout the lifetime of the ticketVisiting sites where necessary to resolve issues, often at short noticeDeveloping working relationships with incumbent IT staff & key users at sitesEscalation of issues to 3rd party software & systems suppliers where necessaryDocumentation of solutions, sharing information & knowledge with the teamInvolvement in project work where requiredmanage ad-hoc support workload appropriately,Maintains an appropriate level of communication with end usersTakes ownership of issuesUses sound judgement to establish when to escalate a call to a 3rd party,keep up to date with existing & emerging technologiesProduces & maintains quality documentation in the Service Desk knowledge baseApplies knowledge of Information Security to ensure all company & client data & systems are kept safe from threatsTechnical Skills & QualificationsYou will need a blend of technical skills in a broad range of areas to support our varied client base. Here are some examples of the technologies you'll be involved in:Windows Desktop environments, including Windows 7, 8 & 10Windows Server 2008 / 2012MS Exchange Server 2013 / 2016Networking - LAN, WAN, firewallsWireless networksThorough understanding of Information Security best practicesUnderstanding of ITIL best practicesOffice 365 & Exchange OnlineAVG Cloud Care AntivirusCisco Meraki cloud managed networksExperience in a managed services environmentMobile computingTitle: 2nd Line Support / IT Support EngineerLocation: Gloucester. Commutable from Stroud, Cheltenham, Tewksbury.Duration: Permanent.Salary: £23,000 - £28,000 pa neg on exp. Plus 22 days holiday, plus public holidays, Secure, free car parking, pension, Health cover, Life InsuranceStart Date: ASAP.If this appeals to you then please contact Laura on 01566 776 888 or send your CV to [email protected] advertised by itecopeople are those of an Agency.