Job Title: IT Support Engineer – 2nd Line
Location: Cirencester
Salary: £22,000 – £30,000 per annum
Job Type: Full Time, Permanent
An experienced IT Support Engineer is required to provide primarily Office based remote support but with the willingness to attend customer sites for both support and installation as required.
About the role:
Duties
- To manage Support Desk faults, investigate any issues to diagnose and resolve the fault or ensure all information is gathered and provided to escalate the fault, whilst maintaining good records of both the call and the solution(s) found.
- Provide an excellent level of support to end users of all levels, implementing a fix or informing the customer of the solution to a query.
- Keep customer records up to date with latest information.
- To maintain effective communication with colleagues and other individuals/departments within the organisation, acting as a key liaison, highlighting potential problems.
- You will also be expected to complete installation tasks, diagnose faults and resolve issues in a professional and timely manner, nurturing positive relationships with our customer base and staff.
- You will be required to work at both customer sites and offer remote installation and support from our office located in Cirencester by telephone & using web-based installation and support tools.
Working Environment
Working primarily office based in Cirencester, however you will be required to visit a range of customer sites locally as required. In some cases, and on occasion you may be expected to travel further afield.
You will work an 8-hour daytime pattern which operates between the hours of 08:15 and 17:00 Monday to Friday, with a 45-minute lunch break. Occasional overtime maybe required based on business needs.
About you:
Knowledge & Skills
- Experience troubleshooting, supporting and configuring PC workstations including Windows 10 and Apple OS
- Knowledge of Windows Server Operating Systems and Active Directory would be beneficial
- Cloud Services to include Microsoft 365, Exchange Online, One Drive, Sharepoint and Teams
- Installation and management of Anti-Virus Software
- Knowledge and Experience of Backup software
- Using an IT Service CRM system to allocate and monitor support tasks would be desirable but not essential as training would be provided
- You should have excellent communication, interpersonal and keyboard skills and can prioritise and work to deadlines
Qualifications and Skills
A good understanding of the English language, both spoken and written. The successful candidate must be articulate and have excellent interpersonal communication skills both face to face and over the phone.
You should have excellent communication, written and organisation skills, with the ability to work to deadlines and manage your time effectively.
A formal ICT apprenticeship or Microsoft qualification is preferred.
Previous experience of providing IT installation & support services is essential.
Benefits
- 20 Days annual leave (plus Bank & Public Holidays) increasing to 25 over 5 years.
- Workplace pension scheme
- Image clothing supplied
- Company car
If this role sounds like a fit for you, please click the APPLY button to send your CV & Cover Letter for this role.
Candidates with the experience or relevant job titles of; 2nd Line Support Engineer, IT Service Desk Technician, It Support Analyst, IT Support Advisor, IT Services Manager, IT Desk Support, IT Support Technician, 2nd Line Support may also be considered for this role.
