Address
Form of work
Salary- 2nd Line IT Support Engineer (On-site) based in Manchester, Stockport
- Offering £32,775 per annum
About Our Client
As a member of the IT Operations Team, the role holder will work closely with IT Customer Services to help deal with customer issues and queries in a prompt, professional, and courteous manner.
Working under best practice frameworks, the role holder will use their knowledge and experience to meet customer requirements, offering both hands-on support and documented guidance. They will also use their knowledge and experience to maintain a range of IT devices, resolving any technical problems either directly or with assistance from third-line staff.
As part of a wider transformation of the Data & Technology Department, the role holder will play a vital part in the adoption of the Customer Service Excellence standard, promoting customer satisfaction and helping to ensure everyone receives excellent service regardless of position or location
Job Description
Responsibilities:
- Provide effective second-line IT support across the company
- Work closely with the IT Customer Services Team and act as a point of escalation for customer issues and queries
- Monitor the online support ticketing system and provide technical assistance and guidance in a prompt, professional, and courteous manner
- Resolve tickets accurately, fully, and in line with agreed procedures
- Build and maintain effective relations with customers across the organisation
- Visit remote sites, including Imaging Centres, to provide hands-on support if required
- Follow defined IT service management practices to ensure agreed service levels are maintained
- Install and maintain physical devices including desktops, servers, network switches, printers, audio-visual equipment, and other peripheral devices
- Use automated technologies to help deploy new applications and operating systems as well as enhancements to existing deployments
- Manage users, groups, and policies within Microsoft Active Directory and Azure Active Directory
- Provide support for common Microsoft Office 365 applications, including Exchange, Teams, and SharePoint
- Use Mobile Device Management solutions to administer, monitor, and secure smartphones, tablets, and other mobile devices
- Provide support for videoconference and audio-visual presentation equipment
- Provide support for Apple devices, including iPhones, iPads, and Macbooks
- Use monitoring systems and automated alerts to check for issues with performance and service availability
- Engage with third-line staff to troubleshoot problems across a range of desktop, virtual, and cloud-based applications
- Check backup systems to ensure service is functioning correctly
- Provide supplementary support for the infrastructure and security teams
- Participate in security management activities, including the installation of patches and updates, and the maintenance of antivirus software
- Assist with the evaluation and testing of new technologies and services
- Work with the team to contribute best practice and identify opportunities for improvement
- Help to maintain the IT asset register and software licensing records
The Successful Applicant
Qualifications:
Experience and knowledge:
- At least 3 years of experience providing second-line support within a medium to large organisation
- Strong knowledge of Windows and Mac OS, with experience of remote and onsite support
- Experience of Microsoft Active Directory and/or Azure Active Directory administration, including Group Policy Management
- Experience of Microsoft Configuration Manager and/or Intune
- Experience of Microsoft 365, including Exchange, Teams, and SharePoint online
- Knoweldge or experience of Teams telephony would be advantageous
- Experience of scripting, ideally with Microsoft PowerShell
- Experience installing and maintaining physical devices and replacing hardware components, for example, disk drives and power supply units
- Experience with videoconference and audio-visual presentation equipment, including the provision of customer support
- Experience of VMware vSphere
- Experience with enterprise backup technologies, ideally Veeam
- Knowledge of networking concepts, protocols, and services, including, TCP/IP, DNS, DHCP, NAT, and VPN
- Exposure to monitoring solutions, ideally SolarWinds
- Experience working in secure environments and/or working to standards such as ISO 27001 would be advantageous
- ITIL Foundation Certification
- Microsoft certification and/or other computing or STEM qualifications would be desirable
Skills and competencies:
- Excellent verbal communication skills with the ability to engage effectively with technical and non-technical stakeholders at all levels
- Excellent written communication skills with the ability to produce clear and concise documentation
- Excellent Customer Service skills with the ability to stay positive and friendly in all circumstances
- Strong people skills and ability to work well within a team
- Attentive to detail with excellent problem-solving and information gathering skills
- Able to learn new concepts, procedures, and systems quickly and accurately
- Able to plan and undertake tasks and responsibilities within agreed timescales
What's on Offer
Offering £32,775 per annum
Contact
Duygu Karaman
Quote job ref
JN-022024-6323395
Phone number
+442076451471
