Bowdon Associates Ltd
Senior IT Support Engineer
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Job Title: Senior IT Support Engineer / 2nd Line IT Support Engineer
Location: Chorley
Salary: £30,000 - £40,000
We have an exciting opportunity for a 2nd Line IT Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.
The Role of 2nd Line IT Support Engineer
The 2nd Line IT Support Engineer helps customers solve more technical issues usually by remote diagnosis on the phone or via Internet online support in a timely manner.
- Onsite for maintenance and professional services work
- Providing 2nd line technical support across our customer base via phone or email.
- Record and update all incidents and problems thoroughly through the company's ITSM system
- Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure
- Communicate effectively to ensure swift resolution at both technical and end user level
- Maintain elevated levels of customer service for all support queries.
- Maintain accurate resolution documentation in our knowledge base repositories
- Train and mentoring our 1st line team to ensure a build-up of their knowledge
- Liaise with 3rd party solution providers and develop excellent working relationships
- Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.
- Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.
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Person Specification for the Senior IT Support Engineer
The successful candidate will be comfortable working as part of a team and on their own using their own initiative.
- Three year's equivalent work experience within an IT Support / Managed Service Provider environment.
- Be able to remain calm under pressure
- Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes
- Have strong interpersonal skills enabling good verbal and written communication
- Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously
- Be flexible in their approach to travel and projects undertaken
- Be driven to learn new tech and self-improve
- A strong understanding of ITIL best practice and frameworks
Technical Skills - Essential
- Microsoft Windows
- Strong working knowledge of Windows Server Environments
- DNS and DHCP
- Deep working knowledge of Active Directory etc.
- Continuous improvement work
- Desktop OS, Windows 7/8/10/11
- Remote Desktop Services experience such as VDI
- Good understanding of network infrastructure
- Design and implementation of server infrastructure + upgrade experience
- Microsoft 365 administration and new tenant provision and setup
- Google Workspace
- Microsoft Azure
- Familiarity with Firewalls, configuration and installation.
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Desirable
- Familiarity with Autotask PSA, RMM
- Knowledge of ESET Anti-Malware solutions
- Macintosh support and deployment
- Familiarity with Fortinet Firewalls
- Strong working Knowledge of ESET technologies.
Benefits
- Healthcare Cash plan
- 23 Days Holiday
- Career progression opportunities.
A full driving licence is required to be able to travel to customer sites as required.
Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer, 2nd Line IT Support Engineer, Senior IT Support Engineer
Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards.
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