1st to 2nd Line Engineer Huddersfield REF 973
Holidays: 22 + extra 3 days over 3 years to 5 year tenure (plus all bank holidays)
Training needs covered:
Social Team including Go Karting on a monthly basis
Friday afternoons off
On a day-to-day basis, you will be involved in the investigation and resolution of customer and internal support requests. In doing this, you will be responsible for providing a high-quality level of service to both internal and external customers alike and be able to identify and solve issues alongside the existing Technical Services team, who themselves specialise in the support & maintenance of our clients. You must have excellent communication skills and you will ideally be an all-rounder who is comfortable doing 1st & 2nd Line support including the following skills and aspects:
1. Excellent troubleshooting skills in all Windows desktop, Mac, and Windows Server operating systems
2. Support of Microsoft Hyper-V & VMWare vSphere infrastructures
3. Support of all Microsoft products including Office, Office 365 Exchange, Azure, SharePoint
4. Supporting on-premise and off-premise Anti-Spam solutions
5. Solving both hardware and software faults
6. Working with networking equipment including Firewalls, Wi-Fi solutions and all other network equipment
7. Assisting with Domain level DNS changes and fixes
8. Anti-Virus and Anti-Malware monitoring, administration, and support
9. Monitoring and maintaining client’s infrastructure, patching, internal networks & broadband solutions
10. Providing excellent support, including procedural documentation and relevant reporting
11. Escalate any complex problems to 3rd line and on-site engineers where appropriate
12. Liaising with 3rd party vendors to see resolutions on all tickets
13. Monitoring systems to ensure their smooth running, investigating issues displayed on RMM Platforms
14. Ensuring all monitored backups have completed successfully, investigating and resolving any issues
15. Hands-on experience with equipment - laptops, desktop, printers and peripherals
16. The ability to work on set targets as well as using own initiative and deadlines
17. Managing and prioritising own tickets and workloads
18. Undertaking internal and vendor training for personal and professional development
19. Rapidly establishing a good working relationship with customers and other professionals
20. Accurate and concise record keeping of all interactions and actions on the CRM
21. Always maintaining client confidentiality and security
22. Remotely carrying out chargeable jobs
23. All other support duties that are commensurate with the role or at the request of the Management team
Desirable
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