IT Support Field Engineer / Technical Service Desk Analyst / 1st & 2nd Line

Job Description

First and Second Line IT Support Engineer / Technical Service Desk Analyst who has good hardware and software troubleshooting skills with the ability to provide both remote and deskside support is required for a busy helpdesk based in Barry, Vale of Glamorgan, Wales.ALL LEVELS OF EXPERIENCE CONSIDEREDTimes are good for the company, and they want to find the right person to join the team.If youre looking for a new challenge in a growing company then we want to hear from you!SALARY: up to £25,000 per annum (depending on experience) + Benefits (See Below)LOCATION: Barry, Vale of Glamorgan, Wales (Must live fairly local on the outskirts of Cardiff) and there is a requirement to carry out visits to customer sitesJOB TYPE: Full-Time, PermanentPLEASE NOTE:Candidates will need a full driving licence and access to a vehicle with appropriate business use insurance as you will also be required to attend customer sites when required to install hardware or resolve software issues thatcannot be resolved remotely.JOB OVERVIEWWe have a fantastic new job opportunity for a First and Second Line IT Support Engineer / Technical Service Desk Analystwho has good hardware and software troubleshooting skills with the ability to provide both remote and deskside support.As a First and Second Line IT Support Engineer / Technical Service Desk Analystyou will be the first point of contact for customers under a managed support contract. You will be responsible for accurately logging calls into the helpdesk system and providingregular updates to the customer throughout the lifecycle of the call, striving where possible for a first-time resolution through troubleshooting and problem diagnosis, escalating to a specialist team if needed.The First and Second Line IT Support Engineer / Technical Service Desk Analyst will also be responsible for performing daily backup tasks and the building of customer laptops and pcs.APPLY TODAYIf this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.DUTIESYour duties as a First and Second Line IT Support Engineer / Technical Service Desk Analyst include:

• Act as the first point of contact on the helpdesk

• Manage incoming support issues in a professional, courteous manner over the phone and via email

• Correctly log incidents categorising and prioritising them

• Conduct full and thorough diagnostics with end users to enable first time resolution

• Allocation and escalation of calls to appropriate team

• Ensure all calls are processed and progressed within SLAs

• Manage calls through their lifecycle pro-actively keeping the customer informed of progress

• Manage several scheduled tasks such as backups for customers

• Assist in the delivery of projects as required

• Provide technical support to staff as required

• Assist in the build of PC, server and network hardware

• Update technical documentation

• Provide pre-sales technical expertise to non-technical staff

• Act as a point of contact for third party suppliers and customer support if required

• Visit customer sites for scheduled on-site days and ad hoc requirements

CANDIDATE REQUIREMENTSEssential

• Excellent knowledge of windows 10 operating systems

• Excellent knowledge of Microsoft office products

• Good knowledge of IT hardware

• Basic Networking TCP/IP

• Excellent interpersonal skills and telephone manner

• Good fault finding and troubleshooting experience

• Ability to work in a high-pressure environment

• Accurately convey information and advice to users in non-technical terms across all forms of communication

• Committed to providing excellent customer service

• Ability to work outside of normal hours

• Ability to travel to customer sites for scheduled and ad hoc work

• Valid driving license and own car

Desirable

• Windows 2003/2008/2012/2016 server operating systems

• Experience with administering Office 365

• Experience with SharePoint

• Exchange and active directory administration

• Experience of working in a customer facing role

• Experience of working in a similar help desk role

• CompTIA A+

• CompTIA Networking+

• A keenness to stay up to speed on trends and developments in IT Help Desk technologies and Microsoft desk top products

• A willingness to attend training courses as and when required

COMPANY BENEFITS

• Excellent ongoing professional and career development opportunities

• Access to the latest technologies in the demo lab

• With 20 years experience, join one of the longest established Cisco Premier Partners in South Wales

• Gym membership

• Free parking and onsite cafe

HOW TO APPLYTo be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to usyou are hereby giving us your express consent to submit your details to our Client for this purpose.JOB REF: AWDO-P9128Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in Barry, Vale of Glamorgan, Wales. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.