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2nd Line Desktop Support

IT Support 365
Job LocationSt. Helens
EducationNot Mentioned
Salary30,000 - 36,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Desktop Support Engineer L2Responsible toServicedesk ManagerPrincipal contacts(a) Internal: staff, managers and Directors(b) External: clients, external technical supportJob purposeTo provide a full range of technical advice, support and practical assistance to IT Support 365 Ltd clients.Principal duties and responsibilities

  • Deal with general client enquiries and to provide second line helpdesk support including:
- Set up new user accounts and profiles- Application issues; Microsoft Desktop, Server, Microsoft 365 & AzureAD- Workstation operating systems; Microsoft Windows, 7, 10, 11- Workstation hardware- Network issues; connectivity, Switches, Cabling and diagnostics- Internet issues; connectivity, routers and firewalls- Server administration, DHCP, DNS, Group Policies and Office 365 integration- Site Audits- Project management
  • Log calls and create tickets on the ConnectWise system keeping up-to-date client records;
  • Maintain a high degree of customer service for all support queries and adhere to all Company procedures;
Second Line Support EngineerPrincipal duties and responsibilities (Continued)
  • Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels;
  • Take ownership of user problems and be proactive when dealing with issues, keeping clients updated and providing feedback on progress of logged issues;
  • Escalate more complex calls to an appropriate manager/Director for resolution;
  • Maintain a log of any software or hardware problems detected;
  • Inventory, hardware and software asset management;
  • Perform testing and to support all aspects of testing and acceptance for given projects;
  • Evaluate user needs and system functionality, ensuring that IT facilities meet these needs;
  • Assist with updates and renewals for software maintenance;
  • Support clients in the use of computer equipment by providing training when necessary;
  • Develop and implement technical processes as required;
  • Ensure the security of systems and data from internal and external attack;
  • Manage crisis situations, which may involve complex technical hardware or software problems;
  • Attend necessary training courses in order to build competence in providing technical assistance and support to customers;
  • Arrange for external technical support where problems cannot be resolved;
  • When applicable provide out of hours technical service support; Carry out any other duties that are within the employees skills and abilities whenever reasonably instructed.
Job Types: Full-time, PermanentSalary: £30,000.00-£36,000.00 per yearSchedule:
  • Monday to Friday
Ability to commute/relocate:
  • St Helens: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
  • MCP (preferred)
  • CCNA (preferred)
Work authorisation:
  • United Kingdom (required)
Work Location: One location

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