Job Description
Role: 2nd Line IT Support Engineer (Field Engineer)
Role Type: Permanent
Location - On-site Gloucester + Client Sites
Salary - £28,000>£30,000
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The role of the 2nd Line IT Support Engineer is to provide onsite, workshop and remote IT
support at our client sites. The role also involves assisting with and
implementing projects delivered by our company.
Role Responsibilities
• Provide onsite IT support at client sites
• Build and configure client hardware and software to be used at client sites
• Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all clients when on their sites
• Correctly log and update tickets with the required information relating to support requests
• Manage ticket priority, category, and client updates for tickets in related work queues
• Manage own ticket queue and work schedule in an efficient manner
• Manage, monitor, and maintain server and workstation monitoring platform daily
• Logging support tickets for all issues flagged, including 24/7 and daily checks, notifying the Service Desk Manager of reoccurring outages
• Raise hardware failures as critical P1 priority and raise outages as critical P1 priority
• Assist on Project work and Projects run from the Service Desk
• Highlight and complete proactive maintenance for support clients
• Ensure Service Desk Co-Ordinator is kept informed of any scheduling conflicts or changes
• Ensure that time is logged correctly against tickets and is updated accurately and promptly
• Ensure all paperwork relating to finished work is accurately completed and submitted in a timely manner
• Provide pre-sales support to clients and highlight sales opportunities to Account Manager
• To be a member of the out of hours on call team on a rota basis
Essential Skills
• Good knowledge of MS products, Office 365 & SharePoint
• Good knowledge of firewall technologies & networking concepts
• Good working knowledge of IT hardware – Servers, Firewalls, switches, routers, PCs, mobile devices
• Excellent attention to detail, sound problem-solving skills and analytical thinking
• Proven experience working in an IT support environment covering several different technical areas
• Able to demonstrate good communication skills, written, over the phone and face to face
• Good customer service skills and experience in providing customer service
• At least 1 formal IT qualification at entry level or above. For example, GCSE ICT, CompTIA, Microsoft certification, BTech or similar
• Full UK driving licence
If you are interested in the role and wish to discuss your CV and find out more about the client, then please apply directly to this advert or email milesb@excelerate.co.uk.