1st / 2nd Line Engineer

Metroline Ltd; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Metroline Ltd is seeking an IT Support Engineer to provide 1st and 2nd line support for over 1000 users across multiple locations in the UK. The role emphasizes excellent technical knowledge across core Microsoft products and requires strong organizational and interpersonal skills for effective user support.

Qualifications

• Experience with Windows operating systems and MS Office.
• Prior experience in Active Directory and Microsoft Exchange.
• Strong understanding of Mobile Device Management solutions.

Responsibilities

• Provide support to over 1000 users across multiple sites.
• Log all calls using the Helpdesk system and monitor for updates.
• Complete Daily and Weekly Systems Checklists including backups.

Skills

Excellent technical knowledge

Teamwork

Prioritisation and organisation skills

Interpersonal skills

Creative problem-solving

Education

Relevant technical certification

Job description

Job summary: Provide 1st and 2nd line support 1000 users across multiple sites throughout Glasgow, Edinburgh, Ireland, London and the UK. The position will be based at Metroline head office in Cricklewood, reporting directly to the Service Desk Manager. However, there will be requirement to travel to other Company offices or Associated Company locations.

Main Responsibilities

• Provide first line and second line support to over 1000 users across multiple sites for Comfort Delgro companies across the UK and Ireland
• Log all calls using the Helpdesk system, including details of subsequent updates and resolutions. Monitor the helpdesk system for any new calls logged by users, assigning any relevant requests to the Reporting & Development teams. Responsible for completing investigation for each incident, escalating where necessary. Responsible for providing continuous improvement to the IT service that the team provides the business.
• Complete the Daily and Weekly Systems Checklists including but not limited to; backups, overnight batch jobs, scheduled updates, error log checking etc
• Follow the starter and leaver process to create, amend and delete users in Active Directory and all other systems used within the Business.
• Complete software change rollouts to the Business bespoke systems, complying with the Change Control process.
• Update and maintain the software and hardware asset registers to reflect asset movement, addition or disposal.
• Build, maintain and upgrade user PC’s, Laptops and other associated hardware, installing and configuring required software.
• Be part of the callout Rota providing 24 x 7 out of hours support to for Business systems, Garages, Call Centre and Operational staff.
• Establish and maintain co-operative and productive work relationships with peers and help to improve team processes.
• Maintain the Data Centre environmental and monitoring equipment.

The above list is not exhaustive

Essential Criteria for application

• Must be able to demonstrate excellent technical knowledge across Microsoft and other core products.
• Excellent experience in supporting: Windows operating systems, MS Office, Active Directory, Microsoft Exchange.
• Good experience in supporting Terminal Services / Citrix; IP networking; Dell, Lenovo, or other server ranges.
• Experience in supporting Mobile Device Management solutions.
• Good team player with the ability to also work on own initiative.
• Prioritisation and organisation skills.
• Full clean UK driving licence.
• Expected to deal with clients at all levels and backgrounds by phone, email and in person.
• Strong interpersonal skills, with ability to develop strong working relationships.
• Have an awareness of the functions, operations and technology employed within the various businesses that makeup ComfortDelGro Europe
• Follow procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
• Able to explain technical concepts and procedures to non-technical users.
• Able to organise own work, setting priorities, be proactive and meet agreed SLA’s and project timelines.
• Strengths in logical analysis, and an ability to think creatively to deliver solutions.
• Skills in adapting, multi-tasking and troubleshooting.
• Good verbal, written and interpersonal communication skills.
• Have a professional and patient manner when supporting users.
• Use initiative and independent judgment within established guidelines and procedures.
• Present a professional image at all times.
• Demonstrate ability to work on your own as well as part of a team

Hours of work

• Adhere to the Weekly shift pattern, Monday to Friday, 0700am to 1800pm
• Available to work non business hours (including evenings and weekends) and be available for on call duties and site visits.

The Equality Act

Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  Transportation, Logistics, Supply Chain and Storage

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