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IT Services Engineer - 2nd Line

REEF Recruitment
Job LocationNorwich
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

2nd Line IT Services Engineer Salary: £26,000 + (DOE)Monday to Friday 8.30am- 5.30pmBased in their Norwich Office NR6You must have your own car2 years plus recent experience in a similar roleThe IT Support Engineer is responsible for providing on-site support & project planning and delivery for clients Nationwide. Most of the visits will be pre-arranged however there may be a requirement to go to site for project work & emergency support.Job Role and Responsibilities

  • Log support calls received from the client’s base via telephone, email or client portal.
  • resolving client IT issues on the telephone
  • Enter/Update/Follow Up calls on their Ticketing System.
  • Be responsible for escalating calls to the IT Services Manager or relevant Account Manager if you are unable to provide a resolution yourself.
  • Communicate the status of progress on support calls to the client on a daily basis.
Monitor client’s networks using the companys proactive 24/7 managed service system.
  • Using the monitoring tools deployed, ensure that warnings and notifications are actioned in line with SLAs and helpdesk procedures.
  • Ensure Patch Management is enabled for all client devices.
  • Use initiative to produce new monitoring techniques to enhance the client experience.
Ensure a high level of customer satisfaction.
  • Provide excellent customer service, quality, and speed of service by ensuring the helpdesk support procedure is followed.
  • Make suggestions on how to improve support delivery.
  • Ensure all calls are responded to with client SLA’s.
Essential Knowledge and Skills Required
  • Strong written and verbal communication skills for both technical and non-technical colleagues and clients.
  • Configure and diagnose Firewalls and networking equipment.
  • Knowledge in Windows Desktop and Server Operating Systems as well as Mac Operating Systems.
  • Knowledge in Office365 Administration and Systems (SharePoint, Teams, Microsoft Admin Centre, Microsoft Entra Admin and Intune)
  • Passion to complete Computer and Network installations to the highest standard
  • Ability to work independently and as a team on projects, from planning to implementation.
  • Minimum of 2-year IT Support experience in an MSP environment
  • Full UK Driving License
Desirable Knowledge and Skills
  • Administration of Advanced Azure Services
  • Knowledge in Linux Operating Systems in Server Deployments
  • Knowledge of Databases (MySQL, MSSQL, MariaDB)
  • Ability to identify possible sales opportunities.
  • Familiarity of ITIL Best Practices
  • Knowledge in the Sophos Central Platform
Qualifications and experience
  • CompTIA Network+ Certified (or willing to work towards)
  • Desirable - CompTIA Security+ Certified
Employee Benefits
  • IT Training Platform with Industry Certifications with time available to study
  • Long term service rewards
  • Progression Opportunities
  • Pension contribution
Please email Louise your CV and I look forward to hearing from you!

Keyskills :
Communication SkillsCustomer ServiceHelpdesk2nd LineField Service Engineering

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