Line IT Support Engineer
Role details
Job location
Tech stack
Job description
- Provide second-line technical support to our clients, both independently and as part of a collaborative team.
- Act as the escalation point of contact for customers.
- Respond promptly to incidents and service requests, ensuring adherence to agreed Service Level Agreements (SLAs).
- Assist in the management and maintenance of client systems, networks, and applications.
- Collaborate with various support teams to escalate and resolve complex issues comprehensively.
- Document support activities, solutions, and create knowledge base articles to drive continuous improvement and knowledge sharing.
- Provide cover for onsite days at client sites
Requirements
Excellent interpersonal and communication skills both verbal and written.
Experience in similar working environments
The ability to work independently or as part of a team.
A proactive approach to supporting wider team with technical challenges.
Ability to work with 3rd party Teams.
The ability to multitask and work in a fast-paced environment.
Be the escalation point of contact for team members and customers.
Excellent eye for detail
A positive and proactive approach with a genuine interest in IT
The desire for self-improvement and personal growth.
The desire to succeed both individually and as a team.
Support and participate in technical Certification as an ongoing process.
A Full UK driving license.
Be flexible and willing to travel.
Desired Technical Skills :
Support experience with Microsoft Windows 10 and 11 including OS installation.
Windows physical and virtual server experience
Office 365 Administration Skills.
Active Directory Administration Skills.
Experience with Antivirus Software.
Experience with Microsoft Office.
Experience installing and troubleshooting software applications.
Experience installing and troubleshooting printers.
Experience in supporting hybrid infrastructure
Experience in Networking support
IP phone systems
Hardware troubleshooting skills. An excellent understanding of computer hardware i.e., CPUs, memory, disk storage.
Responding promptly to incidents and service requests, adhering to agreed Service Level Agreements (SLAs).
Assisting in the management and maintenance of client systems, networks, and applications.
Collaborating with various support teams to escalate and resolve complex issues comprehensively.
Willingness to want to aid in supporting all aspects of the IT service assisting other teams where required from helpdesk, support through to architectural design and implementation.
Documenting support activities, solutions, and creating knowledge base articles to drive continuous improvement and knowledge sharing. Experience with Windows Server.
Experience in utilising ITSM tool sets.
Experience with repairs such as troubleshooting computers that will not power on, storage issues and broken laptop screens would be an advantage
