2nd Line IT Field / Remote Support Engineer - Milton Keynes or Region

An experienced IT Field & Support Engineer is needed to join the team at this leading Managed Services Provider supporting IT infrastructures for multiple clients across the region on a full-time, remote (work-from-home) basis. 

The role involves:

• High-quality tools
• Home and client-site working in your region
• Varied challenges and a focus on good quality work

Candidates must be good communicators, clear thinkers and friendly people. Broad experience is valued, especially around managing IT for organisations from 20-500 users and varying needs.

Working hours: Monday to Friday - early or late shift between 08:00- 18:00, plus on-call cover on rotation across the team.

Key Responsibilities

• As an IT Field Engineer, you will already have experience with remote analysis of issues, diagnosis and support
• You'll be expected to work with the customer to understand each issue so that you can recreate it, diagnose it or escalate it to 3rd line colleagues with specialist skills where necessary
• You'll monitor and follow up on client's issues, taking ownership to see they progress to a conclusion

Desirable Experience

• Ability to work on own initiative and in a team
• Good communications skills
• Ability to work effectively on client sites, balancing creative problem-solving with safe/recoverable ways of working
• Ability to problem solve in a logical manner
• Efficient, well-organised, and able to prioritise
• Able to update stakeholders, manage risk and understand client priorities
• Maintaining & improving technical documentation
• Out of Hours cover on a rotating schedule with other colleagues

Desirable Experience:

• Windows Desktop and Server operating systems
• Cloud Services (control panels, Microsoft 365)
• Desktop support diagnosing problems
• Networking, broadband, VoIP
• Mobile Device Support
• On-premises networking
• Networked printers, scanners and phones
• Remote/virtual desktop (Citrix, for instance)
• Remote Support Tools such as Connectwise Control
• Ticketing platforms such as Connectwise Manage

Required Qualifications:

• At least 3 years of IT Support experience, preferably including on-site networking
• Maths and English qualifications equivalent to GCSE C or above
• Full Driving Licence
• Access to own vehicle for visits to client sites in the region (subsidised via expenses)
• Home office environment suitable for working from home
• DBS Check

Desirable Qualifications:

• Other additional GCSEs at C or above (or equivalent)
• Microsoft Certifications
• CompTIA Certifications

Benefits:

• Friendly environment
• Home-based/remote working

Candidates with previous job titles and experience including; 2nd Line ITSupport Engineer, 2nd Line Support, 2nd Line IT Technician, 2nd Line Service Engineer and IT Engineer, and IT Field Engineer, may also be considered.

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