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2nd Line IT Support Engineer

Job Description

Due to company expansion an exciting position has arisen for a 2nd IT Support Engineer to join a very successful and rapidly growing business in Castleford.

The IT Support Engineer role is an opportunity to join a busy service desk where customer care is paramount and a chance to excel and grow within the business. Working alongside a team of experienced IT Support Engineers, and having access to industry standard training and qualifications, this role represents an excellent opportunity for career progression.

Job Overview
To provide 2nd line technical support to customers, assisting them with PC, Server, networking and hardware problems via phone, email or onsite.

Duties and responsibilities
– To provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service
– To ensure that all SLA’s are met
– To work effectively and productively with 1st and 3rd line support
– To take ownership of customer problems, perform a technical diagnosis and fix the issue remotely
– To document all calls on the ticket logging system
– To maintain user/customer security on all systems
– Supporting customers in the use of computer equipment by providing necessary training and advice
– To arrange for external support visit whenever problems cannot be resolved in house

– Ad-hoc duties as required in line with business needs

– Adhere to company policies at all times

Skills / Attributes
– Strong knowledge of Microsoft based operating systems such as Windows XP/Vista/7/8.1/10 and MS Server 2003/2008/2016/2019
– Good Networking Experience (LAN, WAN, Wi-Fi)
– Good Knowledge of Active Directory (AD)
– Good Knowledge of Sophos Antivirus
– Good Experience troubleshooting MS Office 2010/2013/2016/365
– Remote Access tools such as Atera/ISL
– Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills
– Good telephone manner and customer service skills- Produce reports for internal use (I.e – Monthly Sophos/Office 365/Altaro usage reports)- Altaro Level 200 Training

Start date is ASAP

Salary & Benefits:

  • Salary depends on experience
  • Excellent career progression
  • Pension scheme
  • 23 days holiday (plus bank holidays)

Job Types: Full-time, Contract, Permanent

Please forward CV to [email protected]