Cogent Networks is a group of like-minded IT professionals with over 10 years of combined experience in IT Services. Our highly qualified team and wide range of leading professionals help businesses successfully plan, develop, implement, and manage IT projects. We provide a one-stop solution for Managed IT Services, Software Development, and Digital Marketing.
Role Description
Cogent Networks is seeking a skilled
Backup Support Engineer
to join our support team in Newcastle. This role will primarily act as a backup to the primary engineer, providing on-demand technical support for a few days a year to cover when the primary technician is unavailable. Fluency in English is required to effectively support and communicate with diverse stakeholders.
Key Responsibilities:
* Provide second-level technical support and Help Desk services, assisting users with IT-related issues.
* Install, configure, and repair desktops, laptops, printers, and other IT peripherals, along with managing desktop applications.
* Conduct technical intervention activities across various client sites.
* Diagnose and resolve hardware and software issues, including Windows, macOS, and Linux operating systems (with a preference for macOS/Apple device troubleshooting).
* Support corporate LAN and WAN configurations, with knowledge in TCP/IP networking, DNS, DHCP, VPN, and RDP troubleshooting.
* Provide peripheral and network support for devices such as monitors, keyboards, printers, routers, switches, and firewalls.
* Configure RF devices and handle specialized printers (Thermal and Zebra printers).
* Use tools like VDI, SCCM/LANDesk/Altiris, Skype for Business, and OneDrive for support and management tasks.
* Manage mobile devices via MDM tools (e.g., MobileIron and Intune), including email setup, RSA authentication, and VPN configuration.
* Utilize ticketing systems to document, prioritize, and resolve support requests.
* Apply deductive reasoning skills to resolve complex system and network issues, including end-user network cabling problems.
* Troubleshoot and support O365 applications including Outlook, Teams, and OneDrive.
* Perform administration tasks in Active Directory (e.g., user account creation, password resets, group memberships).
* Support PXE boot environments and OS imaging via SCCM or similar deployment platforms.
Requirements:
* Bachelor's degree in Computer Science, Information Science, or a related field.
* A minimum of 3 years in a similar Help Desk or technical support role.
* CompTIA A+ certification or other relevant IT certifications.
* Proficiency with ticketing systems (e.g., ServiceNow).
* Strong troubleshooting and problem-solving skills with the ability to work independently and as part of a team.
* Excellent interpersonal skills and the ability to communicate effectively with both technical and non-technical stakeholders.
Preferred Skills:
* Familiarity with PXE, SCCM, and OS deployment processes.
* Experience with O365 troubleshooting (Teams, OneDrive, Outlook).
* Proficiency in Active Directory administration.
* Experience with MDM tools (e.g., Intune, MobileIron).
* Knowledge of VDI, LANDesk/Altiris, Skype for Business.
* Experience with RF device configuration and specialized printers (Thermal and Zebra).
Additional Information:
* Backup support will be on-demand and typically for only a few days each year to cover the primary technician.
* Contract Type:
We offer a B2B contract and hire freelancers only with a valid tax number.
Join us at Cogent Networks
and bring your expertise to a dynamic and client-focused team dedicated to delivering top-tier support.
Industry:
IT Services and IT Consulting
* Job Type:
Freelance