It Helpdesk Engineer (3rd Line)
Job Type: Permanent
Salary: £25-30,000 DoE
Date Posted: 03/02/2020
Ref: MB 38631
IT Services Provider is looking to recruit an IT Helpdesk Engineer to deliver third line escalation support, together with first and second line IT support for their range of customers.
You will ideally work at our recently refurbished offices in Pool, Redruth with potential to work from home. There is potential for the role to be Bodmin/Launceston based too
Helpdesk Engineers will be regarded as an extension of their team, delivering consistently high-quality support for a mixture of Cloud technologies, Windows and Apple desktop OS, mobile devices such as iPads and Windows Server OS.
Applicants will be experienced and confident with networking technologies, will possess excellent troubleshooting skills and demonstrate exemplary communication skills with users of all abilities and backgrounds.
Technically you will have a thorough knowledge of Windows Server desktop operating systems, Apple Mac OS, iOS, management of Active Directory, Group Policy, networking concepts and associated hardware.
Experience of managing Office 365 and Microsoft Azure is preferred.
As a third line Engineer you will own the incidents to the point of resolution, together with offering root cause and making recommendations to avoid recurrence.
As the firm are leading vendors in IT (Dell, HPE, Lenovo, Cisco, Microsoft, Google and Apple), a knowledge of their technical stack is essential.
Offer remote break/fix support for issues relating to all customers, raised via the phone/email/live chat/internal referral.
Provide configuration changes where covered by contract
Update and keep current notes and actions on incidents assigned to you by the Helpdesk system
Monitor remote monitoring tools to proactively identify issues
Regularly check backup systems for compliance – raising and dealing with issues once identified
Install and configure products and services.
Occasional work at customer sites
Nature of Work Undertaken
The post-holder will be instrumental in taking their dynamic business forward, sharing best practice and researching new technologies to further improve efficiency of IT support and the quality of their service, with a focus on high-quality remote support.
The role also encompasses varied aspects of computer and network troubleshooting repair and maintenance including servers, workstations and peripherals.
Due to the flexible nature of the role, there is an element of working from client sites, as such the post holder must have a full driving license and access to a suitable vehicle (mileage can be reclaimed in line with the firms expenses policy), company vans are available.
Candidates will demonstrate a passion for customer service, be able to manage their time effectively and must be a self-starter, who is comfortable working alone as well as part of a team.
Be able to demonstrate a high level of interpersonal skills, a flair for technology and a history of excellent client relations.
Have a good working knowledge of Windows Server, Windows 10, Apple Mac OS, iOS, Active Directory, Group Policy, networking and associated hardware.
To apply, please email your cv to firstname.lastname@example.org