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Date Added: Thu 22/10/2020

2Nd Line IT Helpdesk Support Engineer

Worcester, UK
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Job Type: Full Time, Permanent

Salary: £18000 - £21000

This is a fantastic opportunity to join a growing IT Managed Service Provider based in the West Midlands. On a day to day basis, you’ll be working in a fast-paced and environment, a key part of a friendly and hard-working team, responsible for providing technical support to a wide range of external customers. As a business, they have ambitious plans of growth over the next 3 years and understand that their team plays an important part enabling this to happen. They’re looking for enthusiastic people to join our team of skilled engineers offering IT support. Under the leadership of the Service Desk Manager and Team Leader, and with continuing investment in personal development, the successful candidate will be given plenty of opportunity to develop their skillset, whilst providing exceptional support to their customers. The ideal candidate will have, as a minimum, a good understanding of a wide range of IT technologies, the determination to learn new skills and have a strong desire to deliver a high-quality service to a wide range of external customers. The candidate will also have some experience working in a fast-paced IT support role, and be a clear and confident communicator; over the phone, face to face and via the service desk system. The majority of their customers are within a 50-mile radius of their two offices based in Stourbridge and Birmingham, and there would be a requirement to travel to customer sites from time to time. Key knowledge & experience The ideal candidate will have extensive knowledge and experience covering all points below: - Experience working in a service desk environment, triaging tickets and escalating where necessary. Adherence to service desk processes at all times - ITIL experience and experience working for a Managed Service Provider is preferred but not essential - Remote support to end users in a wide range of technical issues. This will regularly include operating system, email, network connectivity, third party software and hardware troubleshooting - Administration of customers environments, including Active Directory user and group management. File access permissions - Dealing with third parties, logging hardware warranty issues & liaising with software vendors - Windows 7/8/10 & Windows Server 2016/2019 administration and maintenance - Office 365/2016/2019 administration and knowledge - Deployment, maintenance and support of third-party software products - Basic knowledge of networking, including router and VPN setups. Remote troubleshooting experience of these technologies - Support of customer internet connectivity via a third-party ISP (ADSL / FTTC / Leased Line etc.) - Vendor technical qualifications and certification (e.g. Microsoft) preferred but not essential - Maintenance and monitoring of backups for customers preferred but not essential. Software including Windows Backup, Symantec, Shadow Protect, Veeam Essentials - Must have a full UK driving license and have own transportation
Role: 2nd Line IT Helpdesk Support Engineer
Job Type: Full Time, Permanent
Location: Worcester, Worcestershire, Worcestershire

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