1st Line IT Support Engineer / First Line Support Technician

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Job Title: 1st Line IT Support Engineer

Location: Walsall, West Midlands

Reporting to: Technical Team Leader

Salary: £16,000 - £20,000 per annum dependent on experience

Working Hours: 08.00 - 16.30, 09.00 - 17.30, 09.30 - 18.00 on a rota basis

About the Role:

You will be required to;

* Troubleshoot 1st Line IT issues and requests by telephone, email, remote access and occasional on-site visits

* Work on the helpdesk receiving telephone and email requests from clients as well as making call-backs

* Proactive maintenance of backup, anti-virus and software and hardware updates for client networks

* Liaise with third party suppliers such as ISP's and vendors on a daily basis

* Providing a very high level of customer service to their clients

* Potential for involvement in solution design and project implementation in consultation with clients and colleagues

* Ability to multi task and priorities workload

* Ability to remain calm when under pressure

* Good personal presentation and timekeeping

* Team player with good interpersonal skills

* To possess the maturity to handle the pressures and implications of being in a position of trust

* Familiarise yourself with, and comply with our IT services, systems, policies and procedures as well as contractual and legal obligations. These will form and dictate a large part of your employment with us

* Undergo and pass an enhanced security clearance

* Comply with our Information Security and Quality Management procedures

* Protect IT services and systems, internally and customer. Any vulnerabilities you become aware of must be reported to the Technical Manager

You will be required to support the following:

* Windows Desktop O/S - Windows XP-10

* Microsoft Windows Server 2003-2012 - for navigating in Administration and basic troubleshooting situations.

* Microsoft Active Directory/Microsoft domain environments

* Microsoft Exchange - 2003-2016

* Microsoft Office - 2003-2016

* Antivirus

* Backup products - Symantec, VEEAM

* Hardware - PC's, Laptops, Servers, Printers

* Configuring of PC/Laptops, Smartphones (Windows and iPhone), Tablets Android/Windows/iPad)

Desirable

* Microsoft qualifications

* Experience working on the helpdesk of an managed service provider

* Understanding/knowledge of Virtualisation - VMware, Hyper-V, Xen

* Understanding/knowledge of Terminal Services/Citrix

* Understanding/knowledge of Routers, Switches, Firewalls, Wireless, networking and troubleshooting. - Sonicwall, Watchguard

* Understanding of DHCP/DNS, TCP/IP, WAN/LAN, VPNs, ISPs

* CompTIA A+ N+

* Understanding/Awareness of Networking and Group Policy

* SQL Server

* Experience working within a company that has in place ISO 9001:2015 or 27001:2013 framework

Please click the APPLY button to send your CV and Cover Letter for this role.

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