Job Description
Service Desk Analyst / Support Engineer :
Do you have a background in supporting business or technical applications? Do you have a broad technical skillset and are looking for a new challenge? Are you passionate about technology, with a strong customer service ethos, and interested in working with emerging technologies including Cloud?
About the company:
Would you like to be part of a successful organization that delivers products worldwide, supporting various software applications and customers?
About the role:
The 2nd Line Support Engineer/Analyst role is based in our Holywell office, with the flexibility to work from home one day per week. You will work with the helpdesk team to provide effective solutions to escalated technical issues and offer high-level technical expertise to the business. You will be the main contact for incoming calls to the Service Desk and collaborate with IT support teams at other sites to manage 1st & 2nd line incidents and calls.
The role involves working with technologies such as Desktop applications, Windows 7 & 10, Virtualization (VMWare), Office365, Windows Server, AD, Networking TCP/IP, and Firewalls.
Key Responsibilities:
1. Support server and desktop applications, including Microsoft, VMWare, AD, Office 365, Windows Server, internal infrastructure, and hardware such as laptops.
2. Take ownership of escalated issues from 1st/2nd line and resolve queries within SLA.
3. Resolve configuration and deployment issues.
4. Initial investigation of reported incidents and escalation where necessary beyond 2nd line.
5. Ensure applications are installed and functioning efficiently across all platforms.
6. Escalate Major Incidents to the Service Desk Team Leader.
7. Handle hardware issues, networking, and switching.
8. Document incident resolutions and advise on best practices.
9. Monitor services and systems using SolarWinds.
Technical Skills Required:
Candidates should have exposure to most of the following technologies:
* AD, Windows 7 & 10
* IIS & Web
* Cloud technologies - Office 365
* VMWare (basic understanding)
* Windows Server 2008 & 2012
* Imaging and PC/laptop builds
* Networking - TCP/IP, Switches, DNS, DHCP
* Hardware support and configuration
Benefits (Negotiable):
* Salary up to £34,000
* Pension contribution up to 5%
* Life cover
* Quarterly bonus scheme
* Additional benefits
Applicants should have a strong customer service ethos, a passion for resolving queries within SLA, and a broad technical skillset. There is an opportunity to learn new technologies, including Office365.
The role is based at our Holywell office in North Wales.
If you're eager to join a progressive company, gain exposure to diverse technologies, and benefit from internal training and development, please apply. You will have the opportunity to learn, grow, and make an impact within our technical environment.
Langland Consultants acts as an Employment Agency/Business for this vacancy. We welcome applications regardless of race, gender, nationality, ethnicity, sexual orientation, religion, marital status, disability, or age. Applications are considered based on merit and ability.
By applying or expressing interest, you consent to the disclosure and storage of your information to assist with our legitimate business needs, including future job opportunities. You may request the removal of your data at any time.
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