Field 2nd Line IT Support Engineer - Milton Keynes Region

entrust IT; Newport Pagnell; Remote; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking an experienced Field 2nd Line IT Support Engineer to join their dynamic team. This role offers the flexibility of remote work while providing essential IT support to clients across the Milton Keynes region. You will engage in varied challenges, from diagnosing issues remotely to providing on-site support. The company values good communication and problem-solving skills, ensuring a friendly and collaborative work environment. If you are looking to progress your career in a supportive setting with opportunities for growth, this role is perfect for you.

Benefits

Friendly environment

Home-based working

Subsidised travel expenses

Qualifications

• 3+ years of IT Support experience, including on-site networking.
• GCSE qualifications in Maths and English at C or above.

Responsibilities

• Diagnose and support IT issues remotely and on-site.
• Monitor client issues and ensure they progress to resolution.

Skills

IT Support

Problem-solving

Communication Skills

Remote Support

Client Management

Education

GCSE Maths and English

Microsoft Certifications

CompTIA Certifications

Tools

Connectwise Control

Connectwise Manage

Microsoft 365

Job description

An experienced Field 2nd Line IT Support Engineer with at least 3 years of experience is needed to join the team at entrust IT, a leading Managed Services Provider supporting IT infrastructures for multiple clients. The role will cover Milton Keynes or the surrounding region on a full-time, remote (work-from-home) basis.

Candidates must be good communicators, clear thinkers and friendly people. Broad experience is valued, especially around managing IT for organisations from 20-500 users and varying needs.

Working hours are Monday to Friday, plus a weeks on-call cover on rotation across the team.

This is an excellent opportunity to progress your career with a varied workload, and an opportunity to show your potential across a range of technical challenges.

The role involves:

• High-quality tools
• Home and client-site working in your region
• Varied challenges and a focus on good quality work

Key Responsibilities:

• As an IT Field Engineer, you will already have experience with remote analysis of issues, diagnosis and support.
• Work with the customer to understand each issue so that you can recreate it, diagnose it or escalate it to 3rd line colleagues with specialist skills where necessary.
• Monitor and follow up on client's issues, taking ownership to see they progress to a conclusion.

Required Qualifications & Experience:

• At least 3 years of IT Support experience, preferably including on-site networking.
• Maths and English qualifications equivalent to GCSE C or above.
• Full Driving Licence.
• Access to own vehicle for visits to client sites in the region (subsidised via expenses).
• Home office environment suitable for working from home, plus some storage space for limited spares stock.
• DBS Check.
• Other additional GCSEs at C or above (or equivalent).
• Microsoft Certifications.
• CompTIA Certifications.

Desirable Skills:

• Ability to work on own initiative and in a team.
• Good communications skills.
• Ability to work effectively on client sites, balancing creative problem-solving with safe/recoverable ways of working.
• Ability to problem solve in a logical manner.
• Efficient, well-organised, and able to prioritise.
• Able to update stakeholders, manage risk and understand client priorities.
• Maintaining & improving technical documentation.
• Out of Hours cover on a rotating schedule with other colleagues.

Desirable Experience:

• Windows Desktop and Server operating systems.
• Cloud Services (control panels, Microsoft 365).
• Desktop support diagnosing problems.
• Networking, broadband, VoIP.
• Mobile Device Support.
• On-premises networking.
• Networked printers, scanners and phones.
• Remote/virtual desktop (Citrix, for instance).
• Remote Support Tools such as Connectwise Control.
• Ticketing platforms such as Connectwise Manage.

Benefits:

• Friendly environment.
• Home-based/remote working.

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.