2nd line Support

2nd Desk Engineer

Reading
£25,000 per annum
An exciting opportunity has arisen for an experienced IT Engineer to join a specialist IT provider based in the Thames Valley.This organically grown company is part of one of the largest suppliers in the UK, has a great reputation and is growing year on year. The Role is to provide first line support across a wide technologies, ideally, resolving issue at first line, but if not possible to escalate to the appropriate technical resolver group.

Key Tasks:

• Use technical knowledge to affect remote ticket resolutions.
• Ensuring tickets are correctly logged and categorised on the service desk system.
• Take responsibility for tickets through the whole incident management process, ensuring resolution within service level agreements and escalating when potential breaches may occur.
• Ensure customers are kept updated on ticket progress.
• Centrally manage engineer’s movements and availability.
• Help develop and produce statistical data on incident management performance.

Key technical skills required:

• Knowledge of basic support of Windows Operating Systems
• Knowledge of basic support for Microsoft Office toolsets
• Active Directory Administration – Password resets, unlocking, etc.
• Basic all-round troubleshooting skills
• Experience of working in a First-line Support Department
• Experience of providing support via telephone and e-mail
• Awareness of network environments (routing/switching/VLANS/Security/Wireless/etc.)

Personality skills:

• Must be able to work un-supervised, on own initiative
• Must have good communications skills
• Must be a logical thinker
• An excellent problem solver with strong analytical skills
• Someone who likes to keep up to date with the latest technology
• Can meet deadlines and maintain high standards even when under pressure

Please contact Chris at Candour Recruitment for further details on 0118 466 8088 to discuss.

Services advertised by Candour Recruitment Ltd are those of an employment business.