IT Engineer
Service Desk Engineer
Blowfish Technology values its team members and is dedicated to investing in them. Our company culture and strength are built on the hard work, professionalism, and determination of our employees. By joining our supportive and caring team, you will become part of a growing organisation that offers numerous benefits and opportunities for career advancement in a professional and modern work environment. Our goal is for you to flourish as a member of our committed and engaged team, with a focus on delivering exceptional customer service and advanced technology solutions.
We are currently looking for a IT Support Engineer to join our Technical department. The Support Engineer serves as the first point of escalation from 1st Line Support Engineers, handling more complex client incidents, service requests, and planned work. 2nd Line Support Engineers take charge of customer tickets and ensure their resolution by following Blowfish Technology's documented processes, troubleshooting, researching, diagnosing, and identifying solutions, and creating the necessary documentation.
You will support a national customer base and internal IT infrastructure, resolving escalated tickets, undertaking routine proactive work, and assisting on project work where required. Some field work may be required providing the successful applicant with a great opportunity to meet the clients and customers on a face-to-face basis and build relationships a heavily customer focussed industry.
The perfect candidate for this role should possess outstanding communication abilities, be attentive to customer needs, and have a solid technical foundation. You should be able to perform well under stress and effectively prioritise tasks. Additionally, you should be capable of working both independently and as part of a team.
As IT Support Engineer your duties will include:
· Manage tickets through to escalation or resolution
· Proactive maintenance through monitoring, patch management and administration of customer and internal IT estate
· Backup and restore management
· Antivirus monitoring, management and support
· Support and educate other Service Desk Engineers
· IT Project delivery support
· Provide relevant communication to customers and/or internally.
· Providing technical support to clients via the telephone and the ticketing system.
· Diagnosing and resolving software and hardware faults.
· Installing, configuring, and supporting desktops and laptops.
· Supporting users and their devices.
· Attending site to provide support and installations.
· Ensuring that clients are always kept up to date and effectively manage their expectations.
· Educating clients in how to use our supported systems.
· Ensure the correct categorisation of each ticket and update throughout the lifecycle of the ticket.
· Escalating unresolved tickets to 3rd Line Support Engineers when required.
· Complete 2nd Line Support Engineer tickets
· Prepare/update documentation, diagrams, and process for the benefit of the team and Service Desk
Skills & Experience
Essential:
· Minimum 3 years experience in a similar role
· Remote Management and monitoring Platforms
· Ticket System/Management Experience
· Full Driving License
· Knowledge & Understanding in the following areas:
o Windows / Mac Operating Systems
o Active Directory & Azure AD
o Hardware, Software
o Network Trouble Shooting TCP/IP and general WAN / LAN
o Hyper-V & VM-Ware Virtualisation
o DHCP / DNS Knowledge
o Security (Anti-Virus, Anti-Spam, Anti-Ransomware)
· Excellent IT technical troubleshooting and problem-solving skills
· Effective Customer service engagement
· Keen eye for detail
· Self-motivated, independent and ability to work alone or as a team
· Good time and task management
· Ability to build and maintain effective relationships
· Clear communication
· Application of Standards and Procedures
· Understanding of Firewalls. Understand and troubleshoot rules.
Desirable
* Microsoft Qualifications & Certifications.
* Ninja RMM
* 3 years' experience in an IT support discipline and help desk environment
* ITTL Understanding
The comprehensive package and benefits offered at Blowfish Technology includes:
* Competitive salary
* Competitive holiday package, additional days accrued with length of service
* Extensive training and development opportunities with internal progression available.
* Wellbeing package including discounted gym, support towards optical and dental treatment and others.
* Free parking.
* Regular team social events including amazing Christmas parties and Family Fun days and much more
Job Type: Full-time
Pay: £235,000.00-£270,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Free parking
* Gym membership
* Health & wellbeing programme
* On-site parking
* Sick pay
* Work from home
Work Location: In person