Technical IT Engineer

The Work Shop Resourcing Ltd; Lower Blandford St Mary; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Mileage allowance

On-site training provided

Job summary

The Work Shop Resourcing Ltd seeks an enthusiastic IT Support Technician to join the technical team. You will handle 1st/2nd line queries, support remotely or on-site, and assist with office 365/AD configurations. Travel to client sites with a valid car license is required.

Training will be provided on the products and processes sold and deployed to customers. Responsibilities include ticket logging, backups monitoring, and preparing hardware/software quotes in collaboration with senior staff.

Qualifications

• Experience in 1st and 2nd line IT helpdesk support.
• Ability to log, update and close tickets using a helpdesk system.
• Willingness to visit customer sites and provide on-site support.
• Good understanding of Windows OS, Office 365 and AD users.

Responsibilities

• Provide 1st and 2nd line support with progression to 3rd line as skills grow.
• Answer calls, work remotely or visit sites to resolve issues.
• Use TeamViewer for remote access and Autotask for ticketing.
• Monitor backups and liaise with clients to ensure success.
• Configure hardware and software, including Office 365 and AD users.
• Prepare quotes for hardware, software and services with senior staff.
• On-site visits with own car and maintain driving standards.

Skills

Communication

Customer service

Problem solving

Organisational skills

On-site support

Remote support

Telephone support

Teamwork

Tools

TeamViewer

Autotask

Office 365 Admin

Active Directory

VMware/Hyper-V

Networking basics

Job description

We are currently supporting a Managed IT Services company who look after the entire IT estate for businesses of all sizes across Dorset, Hampshire and further afield.

They provide IT Support Services, as well as being a 'one-stop-shop' for all things Business IT, such as Hardware, Software, Security and Broadband.

They are looking for an enthusiastic and committed person to join the Technical Team and provide excellent support and services to their end customers.

The position will involve dealing with support queries from customers and using tools remotely to resolve issues. You will also be required to visit customer sites and install kit or troubleshoot problems as and when needed, therefore having transport (car) is imperative. The work is varied, with different aspects both in day-to-day IT Support and proposing appropriate solutions for customers and then implementing them.

Duties include -

• 1st and 2nd line support for IT Helpdesk with a view to eventual 3rd line as skills are gained
• Giving support by telephone, remote or on-site visits.
• Use of Teamviewer Software for remote access.
• Using Autotask Helpdesk System for logging, updating and closing of Helpdesk tickets.
• Monitoring of backups for clients and liaising with them to ensure backups run successfully.
• Monitoring of on-site backups, and remedy when issues happen.
• Configuration and Installation of Hardware and Software, both remotely to client site and on-site (e.G., Deploy new PC). Including configuration of Office 365 and Active Directory users where applicable.
• Preparing Quotes for clients - Hardware, Software and Services; in conjunction with Technical Specialist and Senior Technical Specialist. Training will be given on this.

Skills required

Hardware:

Essential

• PCs / Laptops / Tablets
• Network kit (Routers, Switches, VPN), NAS,
• Servers
• Backup devices (NAS, Tape, RDX, etc.).

Additional

• NAS
• Cabling (e.G. Wiring CAT5/6 cables, sockets).

Software:

• Experience in Microsoft Windows Products (at least 3 years):
• Office 365 - Administration, deployment and security.
• Windows Server (2016 onwards).
• Desktop OS (Windows 7, 8, 10, 11).
• Office (2013, 2016 and Office 365).
• Google Workspace.
• Max OSX (El Capitan onwards).
• Anti-Virus - (training can be given on this via ESET).
• Encryption - (training can be given on this via ESET).
• Sage installation (training can be given).
• VMWare vSphere / Hyper-V.
• Backup solutions.

Services:

• Broadband (ADSL, FTTC)
• Voice-over-IP (training can be given)

As well as on-the-job learning, training will be given in the products we sell and deploy to customers e.G. ESET security products, Draytek network products.

Other training e.G. Microsoft can be agreed after probation period.

DUE TO THE NEED TO PROVIDE ON-SITE SUPPORT THE ROLE REQUIRES USE OF YOUR OWN CAR FOR VISITS TO CUSTOMERS. A FULL, CLEAN DRIVING LICENCE IS REQUIRED. MILEAGE IS PAID AT STANDARD MILEAGE RATES.

Standard Hours are 9am to 5.30pm

There can be some elements of out-of-hours working (overtime). These will be agreed with our Senior Technical Specialist when required