It Field Support Engineer - Bristol, South West

IT Field Support Engineer - 2nd & 3rd Line Support

£46,000pa + Full Benefits Package + Career Development for your Future.

Bristol HQ, UK South West - Travel to Oxford 1 x Day Per Week - Potential for Some Hybrid Working also

Key skills required:

IT Administration and IT Infrastructure Troubleshooting, Experience with hardware break/fix including Mobiles, Laptops / Desktops / Handheld Devices & Peripherals, Microsoft Windows 10 / 11 and Office 365, Active Directory, Group Policy, Azure Active Directory / Azure AD, DNS and DHCP, Meeting Room, TV, Media, Audio and Conferencing Equipment, Wi-Fi, Networking - LAN WAN, Remote Device Connectivity. Be IT Security Conscious, ensure familiarity and co-operation with all company IT security policies and procedures

This established and well known Legal company ranked No 1 in the UK, are seeking an experienced, enthusiastic and challenge orientated IT Field Support Engineer with solid 2nd and 3rd IT experience to enhance their IT Engineering Team.

Reporting into the Head of Service Delivery, this role is to work 5 days per week, with 3 x days at the Bristol HQ, with the potential for 1 x day at the clients Oxford offices and 1 x day working from home.

The role is 2nd & 3rd Line Support and will sit between the service desk team and infrastructure team as well as the application support team, supporting various aspects of technology in the distributed offices.

Description of this Post:

• Resolution of IT related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.


• Managing staff queries using the IT ticketing system and ensuring comprehensive database of queries and resolutions is kept up to date and made available across the team via a knowledge base


• Producing, maintaining and updating technical documents and procedures


• Pro-actively identifying and resolving application issues and recommending improvements/changes


• Defining and executing on application routine maintenance plans


• Work collaboratively with IT Teams for upgrades or patches to the firm's systems


• Define appropriate routine onsite maintenance support, using incident management processes and procedures


• Provide timely communication to users on the status of their IT requests and incidents.


• Liaise with IT suppliers to ensure IT related incidents and problems are resolved in a timely and professional manner.


• Undertake IT related problem diagnosis, implementing problem resolution or prevention measures as appropriate and publishing known fixes to the IT Knowledge base.


• Monitor the availability, performance and throughput of supported IT systems.


• Prioritise and schedule assigned support activities and tasks to ensure timely resolutions are provided.


• Participate in disaster recovery activities as required.


• Work within the Change Management process to review IT changes and requests from the staff/departments applicable to the sites you are supporting.


• Ensure capacity, availability, security and service support requirements are considered in all IT changes.


• Implement, test and monitor required IT changes in line with change implementation plans.

Essential Technical Requirements:

• Experience of IT Administration and IT Infrastructure troubleshooting


• Experience with hardware break/fix including Mobiles, Laptops / Desktops / Handheld Devices & Peripherals


• Microsoft Windows 10 / 11 and Office 365


• Active Directory, Group Policy, Azure Active Directory / Azure AD


• DNS and DHCP


• Meeting Room, TV, Media and Conferencing Equipment


• Wi-Fi, Networking - LAN WAN, Remote Connectivity

Highly Desired Skills:

• Understanding of ITIL service management processes

• Experience of administering and troubleshooting


• Customer service skills and empathy for staff experiencing issues

• Understanding of ITIL service management processes

General:

• Ensure you comply with the IT organisation requirements, processes, procedures and policies.


• Share knowledge and expertise with others, coaching and supporting team members as required.


• Perform other duties as assigned by your line manager.


• Providing specialist support to staff and teams within the firm.


• Assist with systems integrations and testing


• Maintaining knowledge items to ensure that they are current, relevant and valid.


• Ensure that all activities are performed at a consistently high standard with minimal risk to the firm, and that opportunities to improve services and processes are identified and actioned.

This client are proud to be tagged as a "Great Place to Work" by current staff and they will offer you an inclusive, collaborative atmosphere to develop your skills as part of a thriving team with opportunities to be grasped for your future.

Call Experis IT today for more information on 0121 712 8715