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Experience:must have a minimum of 3 years experience in a similar role
Salary:Depending skillset and qualifications
Start Date:Immediate
Salary:Depending skillset and qualifications
Job Description
Riven Associates – A world class IT services company based in Camberley, Surrey have an immediate vacancy for a 2nd Technical Support Engineer to join the established team.
The Company
Riven Associates is an IT Managed Services Provider with growth plans. Managed Services is one of the biggest growth areas of IT and Riven Associates have strong growth plans with our comprehensive range of IT service offerings. We have been providing IT solutions and support to SME’s across the UK since 2003.
Primarily operating across the south of the UK, Riven Associates are an established IT company with a world class reputation for providing IT Projects, Support and Consultative services.
The Candidate
The successful candidate will work as part of a dynamic team, the candidate’s
responsibilities will be handling 2nd line technical support queries via telephone and remote based tools. Working within SLA’s (Service Level Agreements), the successful candidate will have strong communication skills (both customer-facing and internal) and will be expected to use the Helpdesk Management System. The role will require ad-hoc visits to customer sites depending on the needs and requirements of the business.
A fast-paced and engaging environment that provides good opportunities to learn new technology and further the candidate’s existing skills. The successful candidate will have a willingness to learn and problem solve. Be a good communicator and be motivated working as part of a team. The candidate will have a good general set of IT support skills focused around Windows Server Operating Systems, Microsoft 365 environment and the complimentary products that sit alongside these including Windows Desktops, Backup Software, Antivirus software and experience working with Firewalls. In addition to this, the successful candidate will have a strong working knowledge of general networking.
The package will include:
* Private Medical Healthcare (after 6 months service)
* VDU Eye Tests
* Contractual Sick Pay (after the qualifying period)
* Enhanced holiday entitlement based on length of service
* Company social events
Responsibilities will include:
* Working on SLA-based technical support calls.
* Writing / Updating User and System Documentation
* Remote project work undertaken by the Helpdesk
* As and when required attend client site to complete support tickets and/or project work to fulfil contractual obligations.
* Ability to prioritise work and work to deadlines & multi-task. Prioritise and escalate tickets to ensure customers are responded to within contractual limits.
* Ticket escalations, tickets being raised up from 1st line and overseeing correct escalation of tickets to 3rd line engineers.
* Working alongside manufacturers and vendors where necessary to troubleshoot technical issues.
* Ensure the customer is always communicated with.
* Accurately write tickets notes, updates, emails and liaise with the wider team (Helpdesk Co-ordinator and Helpdesk Manager) to ensure effective communication.
* Ability to efficiently handle multiple requests through the help desk system.
* Strong verbal and written communication skills.
* Excellent customer service skills with the ability to demonstrate a professional, respectful and proactive approach to customer service.
* Logical and Methodical approach to problem-solving.
* The successful candidate will be enthusiastic and enjoys imparting your technical knowledge on to others alongside learning new skills from colleagues – especially helping more junior technical colleagues.
Key Technical Skills of the Support Engineer:
An understanding of troubleshooting MS Windows Server 2012/2016/2019 including:
* Active Directory
* DNS & DHCP
* Permissions & Group Policy
An understanding of troubleshooting Microsoft 365 Services, including:
* Hosted Exchange
* Microsoft Teams
* OneDrive / SharePoint
* Microsoft EndPoint Management
An understanding of troubleshooting Network hardware including Wi-Fi, Switches, Routers and Firewalls, including:
* *TCP/IP
* *DNS (Public)
* *VPN (Desktop & Site-to-site)
An understanding of troubleshooting Microsoft Windows 10 & 11
Solid working knowledge of Backup solutions for Microsoft 365, Servers and Endpoint environments.
Support of Security Products, including Server/Endpoint Anti-Virus Products & Email Security.
Desirable (but not essential) Skills:
* An understanding of Microsoft Azure
* Knowledge of Server Hardware.
* Apple Mac desktops, laptops, hardware and software
* Knowledge of VOIP Systems
* Microsoft Certified
* COMPTIA / ITIL Certifications
Hours and Holiday Entitlement:
37.5 hours per week
The shift hours of work are as follows:
*08:00 – 16:30 Early Shift
*09:00 – 17:30 Mid Shift
*10:00 – 18:30 Late Shift
20 days holiday per annum plus bank holidays, rising by 1 day per year of service to a maximum of 25 days.
1 hour lunch break
Must Hold a Full Clean UK Driving License
Location
Current office location is Camberley Surrey.
Free Parking
Riven Associates currently operate a remote working policy.
Candidates will ideally be within reasonable commuting distance as they will be required to attend the office as and when required.
To apply please emailjobs@rivenassociates.co.uk.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Engineering and Information Technology
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