1st/2nd Line Support Engineer
Posted on :
23-10-2022
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1st 2nd line support engineer years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Posted on :
23-10-2022
Job Description
Job Overview
To provide first and second line technical support to internal employees and customers, assisting them with application, PC, Server, networking and hardware problems via phone, email or desk visits. Providing support for multiple sites in the UK with a primary focus on the Leeds Bradford area.
The role would suit an enthusiastic self-starter with excellent trouble-shooting skills.
As part of a small team, you will work closely alongside 3rd line support staff and gain exposure to a wide range of software and hardware technologies.
Hours of work: 8:30 17:00, Monday - Friday
Main Duties and Responsibilities
To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service at all times
Resolve issues remotely and in-person desk visits
To work effectively and productively with 3rd line support
To ensure that all SLAs are met
To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site
To document all calls on the call logging system following ITIL processes
To maintain security on all systems
Supporting users in the use of IT and communications equipment by providing necessary training and advice
To arrange for external support with third parties whenever problems cannot be resolved in house
Participate in the on-call rota (1 week in 4)
Requirements
Required Skills, Experience and Personal Attributes
Good understanding of PC hardware and software set-up and configuration
Knowledge of Microsoft based operating systems with emphasis on Windows 10
Fundamental Networking Experience (LAN, WAN, Wi-Fi)
Knowledge of Active Directory (AD)
Knowledge of Office 365 User management
Experience troubleshooting MS Office
Excellent communication skills
Ability to work alone and as part of a team
Can-do, enthusiastic approach to work, with a genuine eagerness to learn new skills
Employment Type
Full Time
Key Skills
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