2nd/ 3rd Line Support Engineer

£25,000 - £29,000

Full time
Posted 3 years ago

We are proud to be working with a highly customer-focused award-winning and forward-thinking business, driven by its people.

Excitingly, they are one of the fastest-growing IT services organisations in Cambridgeshire creating opportunities for the right individuals to carve out well-rewarded excellent careers within the IT industry. We are looking for a hands-on 1st Line support Engineer.

They are a driven team who love what they do, with a work hard, play hard mentality. They are looking for individuals that are passionate about their chosen careers. The company provides 7:00 am to 7:00 pm service as standard with early and late shifts split between the teams.

Essential Duties and Responsibilities:

  • Answer support queries via phone and email
  • Logging of customer requests and incidents
  • Diagnosing and rectifying technical problems and queries following first-line fix criteria and where possible resolving at first call
  • Ability to independently evaluate and task priorities to meet tight deadlines
  • Solutions to both technical and non-technical audiences with the correct level of detail
  • Provide applications and infrastructure support to our growing client base
  • Manage third party vendors and suppliers
  • Setting up new users’ accounts and profiles and dealing with password issues
  • Resolve incidents with printers, scanners and upgrade different types of software and hardware  Working with senior engineers and consultants on escalated tickets
  • Logging and escalating calls with third parties where required, ensuring communication back to the customer
  • Managing on-premise, as well as Microsoft 365 and Azure, hosted solutions

Skills & Experience Required:

  • Previous line support experience
  • Exceptional customer service and confident communication skills
  • Enthusiasm and willingness to learn
  • Experience using Microsoft Server and Desktop operating systems
  • Basic network troubleshooting
  • Excellent teamwork skills
  • Knowledge of Microsoft products including MS Office Basic understanding of PC, laptop and tablet set-up and configuration
  • A+ Certification or higher preferred but experience essential

The benefits offered to you include:

  • Competitive salary
  • Professional and personal development plan
  • 25 days annual leave plus public holidays
  • Contributory pension scheme
  • Health cash plans giving you cashback on essential health care such as dental and eye care as well as access to valuable health and well-being services
  • Regular company funded team social events

Job Features

Job CategoryInformation technology

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