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IT Support Engineer

Location City, United kingdom
Posted 18-May-2019
Description

My leading Managed Services client is looking for an engineer to provide cover for the onsite engineers at various client sites in the South East. This role will encompass a broad range of duties which will include, but is not exclusive to, Helpdesk / 1st line work such as call-logging, 2nd line fixing such as troubleshooting desktop / hardware (PC, laptop and printer) and potentially maintaining a server estate in a data centre environment. Equally, as a cover engineer, you may be the sole person onsite and/or part of a customer team.

Primary Responsibilities;
Troubleshoot and resolve problems in person and via phone.
Answer phone calls and log accurately into customers call logging system.
Troubleshoot Desktop, Laptops and Printer problems, Hardware and Software
Investigate and resolve incidents in accordance with SLAs.
Be expected to patch users and communications room as and when required.
Adapt to the varying customer environments and cultures, along with their in-house processes.

Knowledge and Skills;

Microsoft Windows desktop O/S
Microsoft Office 2016/2010/2007/2003.
Microsoft Outlook 2016/2010/2007/2003.
Structured Call Logging System
Desktop/Laptop Hardware
HP printers (Network server setup and configuration).
Multifunctional Devices
Citrix

Preferred Qualifications/Experience/Skills;

Bighand (Digital Dictation)
Interwoven FileSite or DM5 (Document Management System)
Mobiles, Tablets & BYODs
BES experience
Data Centre environment (HDD swaps / alerts / patching)

Desirable Experience/Skills

Support of large user base on-site and remotely.
Document and communicate resolutions for future reference.
Knowledge of ITIL processes
Site or Field Engineering experience

Desirable Qualifications;

MCDST or MCSA
At least 2 years experience in similar environment or as a field engineer

Other responsibilities;

Full clean driving licence
Flexibility regarding shifts (generally 7-8 hrs 07:00 - 19:00)

Knowledge /Skills

Thorough, demonstrates attention to detail
Able to work on own initiative with minimum supervision
Organised and able to identify and prioritise work.
Able to work well to aggressive and pressurised deadlines.
Fluent English both written and spoken
Ability to liaise with different levels of people
Ability to communicate effectively and accurately
Good clear telephone manner

 
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