Senior IT Support Engineer

Bowdon Associates Ltd; Chorley; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

23 Days Holiday

Job summary

Bowdon Associates Ltd is seeking a 2nd Line IT Support Engineer to join a growing, friendly team providing remote support to UK businesses. You will handle 2nd line issues by phone or email and escalate where needed.

Onsite maintenance and professional services work are involved; expect to train 1st line staff, coordinate with 3rd party providers, and assist with project delivery.

Qualifications

• Three years' equivalent work experience within an IT Support / MSP environment.
• Be able to remain calm under pressure and maintain composure while solving issues.
• Excellent problem-solving skills with a logical, methodical approach and root-cause analysis.
• Strong interpersonal, verbal and written communication skills.
• Strong organizational skills to manage multiple tasks and priorities.

Responsibilities

• Provide 2nd line technical support across the customer base via phone or email.
• Record and update incidents and problems in the ITSM system.
• Own tickets and meet first response and fix SLAs as per procedures.
• Communicate effectively to resolve issues at technical and user levels.
• Maintain high levels of customer service for all queries.
• Document resolutions in knowledge bases and share learnings.
• Mentor and train 1st line engineers to grow knowledge.
• Liaise with 3rd party providers and build strong working relationships.
• Contribute to project planning and delivery, adapting to project needs.
• Attend customer sites for repairs and new installations of equipment (firewalls, servers, workstations).

Skills

Problem solving

ITIL

Communication

Teamwork

Calm under pressure

Organizational skills

Travel flexibility

Learn new tech

Self-improvement

Tools

Autotask PSA

RMM

Fortinet Firewalls

ESET Anti-Malware

Google Workspace

Job description

Location: Chorley

We have an exciting opportunity for a 2nd Line IT Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.

The Role of 2nd Line IT Support Engineer

The 2nd Line IT Support Engineer helps customers solve more technical issues usually by remote diagnosis on the phone or via Internet online support in a timely manner.

Onsite for maintenance and professional services work

• Providing 2nd line technical support across our customer base via phone or email.
• Record and update all incidents and problems thoroughly through the company's ITSM system
• Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure
• Communicate effectively to ensure swift resolution at both technical and end user level
• Maintain elevated levels of customer service for all support queries.
• Maintain accurate resolution documentation in our knowledge base repositories
• Train and mentoring our 1st line team to ensure a build-up of their knowledge
• Liaise with 3rd party solution providers and develop excellent working relationships
• Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.
• Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.

Person Specification for the Senior IT Support Engineer

• The successful candidate will be comfortable working as part of a team and on their own using their own initiative
• Three year's equivalent work experience within an IT Support / Managed Service Provider environment.
• Be able to remain calm under pressure
• Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes
• Have strong interpersonal skills enabling good verbal and written communication
• Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously
• Be flexible in their approach to travel and projects undertaken
• Be driven to learn new tech and self-improve
• A strong understanding of ITIL best practice and frameworks

Technical Skills - Essential

• Microsoft Windows
• Strong working knowledge of Windows Server Environments
• DNS and DHCP
• Deep working knowledge of Active Directory etc.
• Continuous improvement work
• Desktop OS, Windows 7/8/10/11
• Remote Desktop Services experience such as VDI
• Good understanding of network infrastructure
• Design and implementation of server infrastructure + upgrade experience
• Microsoft 365 administration and new tenant provision and setup
• Google Workspace
• Familiarity with Firewalls, configuration and installation.
• Familiarity with Autotask PSA, RMM
• Knowledge of ESET Anti-Malware solutions
• Macintosh support and deployment
• Familiarity with Fortinet Firewalls
• Strong working Knowledge of ESET technologies.
• 23 Days Holiday
• Career progression opportunities.

A full driving licence is required to be able to travel to customer sites as required.