etiCloud is looking for an experienced IT Engineer to join our Core Systems Engineering team, a specialist team of IT generalists who are the engine room of etiCloud and can turn their hand to anything...
What’s the job all about?
This role would suit someone with previous work experience in a similar 2nd Line IT Support Engineer role and is comfortable liaising with the customer to understand and resolve their issues.
What you will be doing:
As a Core Systems Engineer you will support and share your knowledge with our wider Support team members in a collaborative working environment. You will be required to support our clients including assisting with day-to-day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user desktops.
Responsibilities:
· Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs.
· Build and maintain customer relationships.
· Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate.
· Deploy and maintain a wide range software on customer systems.
· Contribute to and help maintain our internal knowledge base.
· Create and deliver training materials for our junior engineers.
· Educate users on how to use various software and systems.
· Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.
As a Core Systems Engineer you will support and share your knowledge with our wider Support team members in a collaborative working environment. You will be required to support our clients including assisting with day to day escalations and investigating problems or repeat failures, whilst maintaining the smooth and efficient operation of end user desktops.
There is also an Out of Hours On Call rota this role would be part of. It is important that the successful candidate is willing to undertake out of hours work as required around project work and incidents.
Skills and experience
This role suits someone who has experience in a IT support environment, and experience of handling ticket logs, and has a passion for problem solving. We are looking for a passionate individual who is looking for a challenging, and collaborative working environment where they can learn and share ideas within a team environment. Candidates should have;
Required Skills/Experience:
· 2nd or 3rd line IT and desktop support experience
· Good customer service and support skills
· Excellent attention to detail
· Strong independent problem analysis, research and resolution
· Self-motivated to learn, and to share knowledge
· Flexibility to undertake out of hour work when required
· Windows 10/11
· Windows Server 2012 R2 - 2022
· Active Directory and Group Policy
· Intermediate firewall and networking
· Remote Desktop Services/Citrix
· Microsoft 365 and Azure/EntraID
· Email Security Services
· Web Filtering
It would also be advantageous to have experience of the following technology, however training can be provided;
· Acronis Backup
· Powershell
· VPNs
· Intune
· VMWare vSphere/other hypervisors
· Unix/Linux
· VOIP phone systems
· Next gen AV/XDR
If you do not have all of the above skills and experience, we would still be interested in hearing from you as we are able to provide training and development opportunities to grow within our teams.
Job Types: Full-time, Permanent
Pay: £28,000.00-£40,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Transport links
Application question(s):
- Do you now or in the future require Visa sponsorship to work in the UK?
- Are you able to commute to our office location (S8 0XF) on a daily basis?
Experience:
- IT support: 3 years (required)
Work Location: In person
