IT Support Engineer

Job Description

System Engineer / IT Support Engineer / 3rd Line SupportMansfield - hybrid working available after probation£CompetitiveMonday to Friday - 37.5 hrs per week, flexible between 8am - 6pmOverview:Our friendly tech based client are looking to open a Mansfield based office for their growing company. They are a managed service provider for IT support & Cyber Security. The Director promotes growth from within, championing his team and is proud to bea people-led business first.With a team of Cloud, Cyber Security and IT Support specialists delivering solutions to business problems for clients through honest, reliable, responsive, value and flexible IT support services.They are looking for an IT Support engineer to join the team, eager to have their experience recognised and grow their career whether that be moving into a managerial role, or more specialised tech role.Duties for the System Engineer / IT Support Engineer / 3rd Line Support:

• Answer support telephone calls and e-mails directly from the customer and work to a target of the first-time fix rate, dependent on customer SLA of all issues.
• Review alerts and data provided by the RMM tool to identify issues and potential issues within the customers networks. The issues shall be documented and repaired.
• Record all works within the ticketing systems and adhere to the Quality System and the documented processes and procedures.
• Provide remote end-user training where required.
• Provide recommendations for network/system improvements to the support desk to the management team.
• Communicate clearly and professionally to customer staff at all levels of technical knowledge and authority.
• Achieve company objectives and individual targets.
• Manage your own workload effectively.
• Maintain internal controls and procedures, providing recommendations for improvements where applicable.
• Project work: You will also be an additional resource to help deliver projects either on site or remotely. In additional to this you may be asked to be the project lead on certain projects for customers by the senior management team.

Experience for the System Engineer / IT Support Engineer / 3rd Line Support

• Minimum 2 years experience within the IT Industry in a similar support role
• A love of (and ability to) solve problems and challenges
• Great communications skills
• Excellent Windows operating system knowledge, all versions
• Excellent desktop and server knowledge, all manufactures
• Excellent Active Directory (2008, 2012, 2016) knowledge
• Excellent Exchange (2007, 2010, 2013, 2016) knowledge
• Excellent SharePoint knowledge
• Excellent O365 knowledge
• Exposure to virtualisation e.g., VMware, Hyper-V technologies
• Exposure to Microsoft Azure environments and or Exposure to AWS environments
• General networking knowledge e.g., switches, firewalls, routers
• CISCO knowledge and experience (desirable, not essential)
• CCNA (desirable, not essential)
• IP Addressing and routing
• Other skills e.g., MAC OS X and Linux (desirable, not essential)
• Experience operating in a multi-level support team within a Managed Service Provider environment preferable

Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you havent had a response within 48 hrs please assume you have been unsuccessful.

Keyskills :
Active DirectoryHelpdeskTechnical SupportWindows support3rd Line Support