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IT Support Engineer
Premium Job From CloudDirect
Recruiter: CloudDirect
Listed on: 3rd January
Location: Reading
Salary/Rate: Up to £28,000
Salary Notes: Up to £28,000
Type: Permanent
Start Date: ASAP
Reference: TJ8908452_expired
Contact Name: Cloud Direct

This job has now expired please search on the home page to find live IT Jobs.

We are seeking an IT Support Engineer to be based primarily in the office (Bath, Bracknell, London) with frequent visits to customer sites; two days per week you will be onsite at a client based in Bristol.

Focusing on resolving incidents and work requests within agreed SLA's, along with pro-active participation in routine support service activities such as asset, knowledge and problem management. Involvement in continual improvement initiatives and project work is also expected.

Must be able to prioritise and manage own time effectively and able to work unsupervised. The candidate will also be expected to be part of the on-call rota.

Cloud Direct
We’re a bright, capable bunch focussed on helping ambitious companies move to the cloud easily and safely. We’re a Microsoft gold cloud solutions provider (CSP), driving high growth around Azure and Office 365.

Fast moving and entrepreneurial, we’re recruiting ambitious people committed to excellence and personal growth along with the business.

Today, there are about 200 of us across Bath, Bracknell, London and Cape Town, with more exciting growth plans in the pipeline. We help our people dig deep to make the most out of their careers with Cloud Direct - we believe "more is in you…"

With great financial and lifestyle benefits, we also have a 'fun fund’ and regular sporty, foody and social occasions.

We recognise that our people drive and inspire the business - two reasons why we’re Investors in People - Gold.

Responsibilities
                                                                                                                                                                                                                                                          Resolve or support the resolution of complex or escalated customer technical issues;
                                                                                                                                                                                                                                                          Resolve technical issues via phone, email or Livechat where appropriate to do so while meeting SLA targets;
                                                                                                                                                                                                                                                          Provide high quality case notes and communication records with customers throughout the life of the case;
                                                                                                                                                                                                                                                          Prioritise case workload and manage working time effectively;
                                                                                                                                                                                                                                                          Follow ITIL and ISO agreed practices and processes;
                                                                                                                                                                                                                                                          Support Service Delivery with technical expertise as required;
                                                                                                                                                                                                                                                          Highlight security risks and issue trends with Team Leader;
                                                                                                                                                                                                                                                          Provide clear handover commentary and case notes for returning cases to First Response Team, third party support partners or between shifts.
                                                                                                                                                                                                                                                          Update team wikis, knowledge base articles and technical tips for internal service improvement as they are identified;
                                                                                                                                                                                                                                                          Be proactive in reporting and or suggesting service improvements via the appropriate channels (e.g. Moments of Truth);
                                                                                                                                                                                                                                                          Be personally responsible for driving customer satisfaction by always trying to think as the customer and to promote customer feedback via the NPS-T systems;
                                                                                                                                                                                                                                                          Willingly supporting other members of the team when required, including taking first response queries if no members of the first response team are available;

Additional responsibilities
                                                                                                                                                                                                                                                          Working with the Internal IT function (IIT) and be the lead technical resource for internal network and comms issues across all sites. Assisting Internal IT Access Requests within Service Now
                                                                                                                                                                                                                                                          Provide helpdesk support to staff both local & remote users
                                                                                                                                                                                                                                                          Database Maintenance
                                                                                                                                                                                                                                                          Installing, moving and setting up user’s PC workstations
                                                                                                                                                                                                                                                          Conducting routine PC maintenance
                                                                                                                                                                                                                                                          Carrying out audits of IT equipment
                                                                                                                                                                                                                                                          Configure hardware for staff
                                                                                                                                                                                                                                                          Work on IT projects as directed
                                                                                                                                                                                                                                                          To accurately record, update and document requests using the IT service desk system.
                                                                                                                                                                                                                                                          To resolve incidents and upgrade different types of software and hardware
                                                                                                                                                                                                                                                          Investigating, diagnosing and solving computer software and hardware faults
                                                                                                                                                                                                                                                          Talking to clients and computer users to determine the nature of any problems they encounter
                                                                                                                                                                                                                                                          To resolve incidents with printers, copiers and scanners
                                                                                                                                                                                                                                                          Managing stocks of equipment, consumables and other supplies.
                                                                                                                                                                                                                                                          Maintaining records of software licences
                                                                                                                                                                                                                                                          Setting up accounts for staff, ensuring that they know how to log in
                                                                                                                                                                                                                                                          Updating Asset Register as and when needed
                                                                                                                                                                                                                                                          Remove leavers from distribution emails
                                                                                                                                                                                                                                                          Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
                                                                                                                                                                                                                                                          Install, test and configure new workstations, peripheral equipment and software
                                                                                                                                                                                                                                                          Obtaining replacement or specialist components, fixtures or fittings
                                                                                                                                                                                                                                                          Solving password problems

Experience and skills required
                                                                                                                                                                                                                                                          Should have at least 2 years’ experience in a 1st/ 2nd line IT Support role
                                                                                                                                                                                                                                                          Microsoft desktop operating systems and applications
                                                                                                                                                                                                                                                          Strong Local & Wide Area networking skills including configuration of switches & routers
                                                                                                                                                                                                                                                          Extensive knowledge of the computer environment and the ability to identify, troubleshoot and resolve problems or issues to the satisfaction of the customer or end user
                                                                                                                                                                                                                                                          Mobile devices including iPhone/Android

Desirable
                                                                                                                                                                                                                                                          MCITP: Enterprise Desktop Administrator 7/8 or MCITP: Windows 7 or Windows 8, Enterprise Desktop Support Technician

What do we offer you?
                                                                                                                                                                                                                                                          Pension contribution
                                                                                                                                                                                                                                                          Health care cash plan
                                                                                                                                                                                                                                                          Life Assurance/Critical Illness/Income Protection
                                                                                                                                                                                                                                                          Birthday lunches
                                                                                                                                                                                                                                                          Fun Fund
                                                                                                                                                                                                                                                          Many more...