Job Summary
This opportunity is suited to an individual who demonstrates competence in their own area but may still be acquiring a higher-level skill.
Our 2nd line engineers are responsible for providing technical support to our customers remotely as well as on sites across England and Wales. Your duties will include applying your skills and knowledge to a variety of activities, resolving support queries and identifying the root cause to deliver a solution. You must be comfortable communicating at all levels and will be responsible for managing multiple jobs at any one time.
This role requires a highly motivated, focused, and ambitious individual who is technically minded, wishing to utilise and grow their skills and knowledge. You will have the opportunity to gain vast experience, working with a variety of cutting-edge technologies.
Responsibilities
- Responding to and identifying client issues, troubleshooting complex problems through to resolution.
- Managing your ticket queue, ensuring incidents are documented and resolved efficiently within SLA timeframes, in line with our processes and best practices.
- Proactively monitoring systems to identify performance issues, implementing changes to prevent future problems.
- Planning and implementing IT projects and infrastructure developments, including network security improvements.
- Providing technical advice and recommendations to Junior engineers, helping them develop their skills and troubleshooting abilities.
- Installing, supporting, and maintaining hardware and software, performing comprehensive preventative measures.
- Collaborating with other departments and external organisations to ensure optimal service delivery and system performance.
- Researching, testing, and evaluating new technologies, providing recommendations to management for continuous improvement.
- Manage client’s expectations effectively and ensure the highest service levels are always maintained.
Requirements and skills
Ideal candidates will be enthusiastic, adaptable, and reliable team players who embrace challenges with a positive attitude and integrity. You should also be able to demonstrate 2+ years’ experience and:
- Advanced Software and Hardware Troubleshooting skills.
- Excellent Microsoft OS and application troubleshooting skills.
- Server installation, configuration and troubleshooting.
- Backup and disaster recovery implementation.
- Understanding of Firewall & security setup methods & relations to other systems.
- Network setup & troubleshooting – TCP/IP and general WAN/LAN, VPN troubleshooting.
- Understanding of advance networking methods (VLANS, Routing, DNS, QoS etc.).
- Understanding of servers and their roles.
- Experience of VOIP technology desirable.
- Knowledge of security methods such as MFA, endpoint, DNS filtering advantageous.
- Knowledge and experience of Office 365 & Azure Cloud Platform advantageous.
- Experience with VMWare, Hyper-V is advantageous.
- You must be excellent communicator - fluent written and spoken English.
- Ability to work both independently and as part of a team.
- Well organised, manages own time effectively and is punctual.
- Ability to maintain a professional manner under pressure.
- Capable of being highly responsive where required, have a strong sense of urgency and a commitment to follow through.
- Ability to build and maintain effective and productive working relationships with both colleagues, clients and third parties.
- Ability to listen effectively, to diagnose a user’s problem and find an appropriate solution.
- Flexibility and willingness to travel to customer sites as well as work outside normal office hours.
- Knowledge and understanding of confidentiality.
- Willingness to increase your knowledge base of IT through home-studying and in-house or Higher Education courses.
- Clean and valid driving licence.
Key Benefits
- 30 days holidays incl. bank holidays.
- Company pension.
- Full support towards further training and development in areas of interest.
- Use of company car for business travel.
- Games room on site.
- Tea and Coffee on tap.
Pay: £27,000.00-£31,000.00 per year
Ability to commute/relocate:
- Llandrindod Wells LD1 6HY: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
