Overview
Job Title: Senior IT Support Engineer
Location: Chorley
Salary: £32,000 - £40,000
We have an exciting opportunity for a Senior IT Support Engineer / 3rd Line Support Engineer to join a growing, friendly and dynamic support team providing remote support to businesses across the UK.
Responsibilities
* Provide 2nd/3rd line technical support across the customer base via phone or email.
* Record and update all incidents and problems through the company\'s ITSM system.
* Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure.
* Communicate effectively to ensure swift resolution at both technical and end-user levels.
* Maintain elevated levels of customer service for all support queries.
* Maintain accurate resolution documentation in knowledge base repositories.
* Train and mentor the 1st line team to build up their knowledge.
* Liaise with 3rd-party solution providers and develop excellent working relationships.
* Proactively participate in planning and delivery of projects, remaining adaptable to project needs.
* Attend customer sites for repairs/new installations of equipment such as firewalls, servers, and workstations.
Person Specification
* Comfortable working as part of a team and on their own using their own initiative.
* Three years of equivalent work experience within an IT Support / Managed Service Provider environment.
* Ability to remain calm under pressure.
* Excellent problem-solving skills with a logical, methodical approach to identify root cause and implement controlled changes.
* Strong interpersonal skills enabling good verbal and written communication.
* Strong organisational skills with the ability to manage and prioritise multiple tasks simultaneously.
* Flexible approach to travel and projects undertaken.
* Driven to learn new tech and self-improve.
* Strong understanding of ITIL best practice and frameworks.
Technical Skills - Essential
* Microsoft Windows
* Strong working knowledge of Windows Server Environments
* DNS and DHCP
* Deep working knowledge of Active Directory etc.
* Continuous improvement work
* Desktop OS, Windows 7/8/10/11
* Remote Desktop Services experience such as VDI
* Experience of migrations
* Good understanding of network infrastructure
* Design and implementation of server infrastructure + upgrade experience
* Microsoft 365 administration and new tenant provision and setup
* Google Workspace
* Microsoft Azure
* Familiarity with Firewalls, configuration and installation
Desirable
* Familiarity with Autotask PSA, RMM
* Knowledge of ESET Anti-Malware solutions
Macintosh support and deployment
* Familiarity with Fortinet Firewalls
* Strong working Knowledge of ESET technologies
Benefits
* Healthcare
* Career progression opportunities
A full driving licence is required to be able to travel to customer sites as required.
Keywords: 2ndLine IT Support, 3rdLine IT Support, IT Support Engineer, Senior IT Support Engineer
Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis of their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards
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