IT Helpdesk Engineer (hybrid helpdesk 1st/2nd line & field)

Record any IT issues raised into a helpdesk system (Issues may be raised by, phone, email, helpdesk ticket, monitoring software)

Resolve the issues with the agreed SLA and update the helpdesk system

Configure & install IT hardware, software or services either onsite or on customer premise

Give advice / training to customers on the best use of their IT systems

Ensure that customers systems/servers/backups are running at their best and recommend any changes required

Ensure that IT issues are progressed through to closure

Designing, installing and maintaining IT networks, including, desktops, laptops, servers, routers, wireless networks, backup systems, antivirus solutions, software, switches, wan connections, email systems, web hosting, VPN solutions, cloud based solutions, campus wide networks, lease lines, DSL circuits, custom software, VOIP, smart phones, multi-tenanted internet access. Active directory administration, server migration, server failure

Keep abreast with new technologies and software updates

Installing new software

Installing new hardware (servers, printers, computer work stations etc)

Setting up user accounts, permissions and passwords

Overseeing security of all systems, especially the internet

Installing anti virus protection

Fixing network faults

Technical support for people using the network

Training staff/customers on new systems

Day to day admin and monitoring of network use

Planning future improvements

Suggesting IT solutions to business problems

Making sure all IT meets industry standards

The successful candidate should be able to demonstrate previous experience in problem-solving, customer services, clear telephone skills and strong skills in some of the following areas with 3+ years of experience, Ability to demonstrate skills in the following areas

Good personal presentation and communication skills

Experience of desktop support - Setup of Windows/Mac based hardware for clients, diagnosing and resolving desktop issues

Microsoft Office 365 setup / administration

Server based - installation, configuration, Active Directory, group policies, hyper-v, DNS, DHCP

Network setup - Installation and configuration of network switches, including routing, vlans, Cisco, Meraki and Ubiquiti

Internet connectivity - Using 4G,FTTC/DSL,Ethernet /Lease lines

Firewall configuration to best practices experience in Mikrotik, Draytek products an advantage

Switch configuration - VLANs, Spanning tree, IP Routing

Hosted VOIP

Wireless setup and fault finding - Experience of Ubiquiti, Meraki or similar

Can demonstrate previous experience in problem-solving, customer services, clear telephone skills, with a full clean UK driving license

Data cabling experience would be a bonus

A competitive salary commensurate with experience

Opportunities for professional growth and development

A supportive and collaborative work environment

Full Induction and training

Over achievement mentality

Job Type: Full-time

Salary: £25k to £30k depending on experience

Hours: Monday to Friday 8.30am to 5.30pm/8am to 5pm some out of hours work may be required

WN1 Technology is a progressive MSP support services company in Wigan with a passion for fantastic customer services who are looking for an IT helpdesk engineer to join our team primarily based in the Wigan office but with some field work. We work in main areas IT support, managed internet services and managed security infrastructure.

Our highly experienced team of professionals are committed to helping organisations navigate the complexities of today’s rapidly evolving landscape, as our mission says we will always focus on the ‘why’ and use our experience to deliver the optimal solution.

Our company strapline is engrained in everything we do - The change and results driven solutions provider.