Armstrong Talent Partners
1st Line Support Engineer
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We are looking for someone to join our support team to provide first and / or second line support to both internal and external customers. The ideal applicants should be a technically sound individual with the ability to work in high pressure situations teamed with a demonstrable knowledge of the core concepts of a multi-service provider (IaaS, Backups, Storage, Disaster recovery, Networking).
We’re looking for a candidate who can take ownership of incidents and tasks assigned to their department, while also following up and tracking any incidents triaged through their escalation point. Training and support will be provided through internal training plans and certifications. Candidates are also be expected to take ownership of their on-going personal development which will lead to a fast-tracked career within the company.
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Responsibilities:
- Coordination and Ownership of support tickets
- Liaising with 3rd party vendors and taking part in troubleshooting conference calls to perform root cause analysis on critical system issues
- Provision of first and second-line technical support to internal and external customers, maintaining service levels
- Performing daily health checks of cores service platforms
- Performing regular maintenance and patching of core service platforms
- Creating and maintaining technical knowledgebase documentation
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Required Skills & Qualifications:
- Full UK Driver’s license
- Troubleshooting skills (Windows/Linux OS, Storage, Backups, Networking)
- Effective Communication
- Excellent Customer Service Skills
- Effective Team Player
- Attention to Detail
Desired Skills & Product Experience:
- Ticket Management to an ITIL Standard – ServiceNow
- Networking fundamentals
- Office 365
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