2nd Line IT Support Engineer (On-site & Helpdesk)

The role will see you undertaking a mix of on-site visits at client offices or helpdesk support from the company's office. It is expected that you will spend 2-3 days a week on client sites providing support up to 2nd line.

You will be responsible for maintaining high-quality IT service, building strong client relationships, and identifying potential business opportunities while also contributing to helpdesk operations and internal tasks when required., On-site Engineering

• To fulfil the role of lead engineer on client accounts where regular on-site days are required. You may often be a first point of contact with regards to technical matters.
• Provide basic IT management as guided by Agilis' Service Delivery Director.
• Provide 1st and 2nd line levels of IT support to clients when on-site as required.
• Ensure that all incidents are resolved in a timely, professional manner and to meet the defined service level targets.
• Provide basic project management and the implementation of small scale projects as guided by the Service Delivery Director.
• Identify and take opportunities to cross-sell opportunities to clients.
• Conduct investigation and make technical recommendations with appropriate input from Agilis leadership to clients.
• Inform Agilis senior management of new business and sales opportunities.
• Highlight any new or existing technologies in the marketplace that could be advantageous to the Company and its clients.

Helpdesk & Internal

• Work collaboratively with the wider engineering team, directly working on the helpdesk, supporting 1st and 2nd line levels of technical requests received by the helpdesk and working on internal tasks where required.

• Understand the importance of maintaining essential helpdesk standards including but not limited to:

• Accurately recording all work carried out on behalf of the client on the helpdesk.

• Accurately logging time taken to complete tasks.

• Upholding regular communication with the client and colleagues.

• Ensure that all incidents are resolved in a timely and professional manner to meet the defined service level targets.

• Assist the company with new business opportunities if required.

• Assist the company with client onboarding and offboarding if required.

• In collaboration with the Company's senior management, new business and sales teams, assist with the onboarding and offboarding of clients, and the inventory/gap analysis of new client IT systems.

Do you have a valid Driving Licence license?, Do you have experience in macOS?, To be considered, candidates must demonstrate strong customer service skills and have a minimum of five years' experience working on client sites and within a helpdesk environment., * Strong experience with supporting Apple macOS devices.

• Experience of using Apple MDM tools such as Addigy, Jamf, etc.
• Proficient in administering Microsoft 365 (Exchange, SharePoint, Teams) and Google Workspace.
• Solid experience with supporting Windows 10+, Intune, Entra, and Active Directory
• Solid experience in troubleshooting networking issues including wireless, switching and firewall.
• Antivirus administration (Sophos, Trend Micro, MS Defender, etc).
• Experience with maintaining cloud storage, backup solutions, and NAS.
• Comfortable supporting meeting room technology, printers, and user peripherals.
• Awareness of Cyber Essentials compliance and IT policy documentation.
• Basic experience in client hardware and software procurement.

Personal Attributes

• Excellent problem-solving, communication, and client engagement skills.
• Team player who is able to integrate into teams with ease.
• Self-motivated, proactive, solutions-focused and able to use your own initiative.
• Strong at organising, prioritising, managing workload and timekeeping.
• Able to follow and improve business processes (e.g. onboarding/offboarding).
• Commercial awareness and ability to identify service and efficiency opportunities for clients.
• Ability to efficiently travel to client sites as required., * GCSEs including English and Maths
• Level 3 qualification in IT (BTEC or A Level)
• Driving license and own transport

• £32,000-£40,000pa
• 23 Days Annual Leave + Bank Holidays

We are open to having conversations with candidates looking for part time (3-4 days per week) and full time positions.

Job Types: Full-time, Part-time, Permanent

Pay: £32,000.00-£40,000.00 per year

Agilis Technical Services (Agilis) is an IT support consultancy based in Sevenoaks, Kent. Our success is built on establishing long-lasting, trusted relationships with our clients, who are predominantly located in London and the South East. We pride ourselves on the professional integration of our engineers and consultants with our clients, supported by in-depth knowledge of cutting-edge and market-leading technologies. This is an excellent opportunity to join a developing, closely-knit team with opportunities for career progression.