IT Support Engineer

3 weeks ago

Cheshire, United Kingdom Reed Technology Full time

IT Support Engineer

Warrington

£24K-£30K (dependent on experience)

An IT Support Technician is required for our service provider who are based in Warrington. The purpose of the role is to provide clients and colleagues with the highest standard of technical support and installations.

Experience required-

  • Log, process and manage support tasks from all sources: calls, emails and tickets.
  • Provide triage and advice to clients, following defined escalations paths, as appropriate.
  • Resolve support cases and record all actions that lead to resolution at the time, in the case management system.
  • Resolving support cases will primarily be completed remotely but in some cases may require a presence at a client's premises.
  • Examples of the work required to resolve support cases include:
    • Talking to clients and computer users to determine the nature of any problems they encounter.
    • Solving password problems
    • Responding to breakdowns
    • Investigating, diagnosing, and solving computer software and hardware faults
    • Repairing equipment and replacing parts
  • Prepare equipment for installation
  • Set up accounts for customers, ensuring their teams know how to log in
  • Preparation of end user equipment primarily desktops, laptops, mobile devices and networking equipment.
  • Follow asset management procedures and collaboratively maintain asset registers.
  • Maintain administrative information, including:
    • Record site details, and any changes to site / client details
    • Manage stocks of equipment, consumables and other supplies
    • Maintain records of software licences
  • Out of hours:
    • Share in the provision of out of hours, this is based on a rota system.

Skills/Technologies required:

  • MS Office 365 administration
  • Windows Desktop Environments inc Windows 7 to 11
  • VOIP Telephony Systems configuration and administration.
  • 2 Factor Authentication
  • Networking equipment.
  • Windows Server environments, including Terminal Server/Remote Desktop
  • Virtualisation technologies - VMWare / Hyper-V
  • MDT SCCM (MS Deployment Toolkit / System Centre Config Manager)
  • MDM (Mobile Device Management)
  • Backup technologies including (Tape / Disk / Cloud)
  • Anti-Virus technologies
  • Networking- DNS, DHCP, TCP/IP, VPNs, Cabling, Routers, Firewalls.
  • Switching infrastructure
  • UPS Solutions
  • Wireless Infrastructure Technology
  • 3rd Party vendor Management
  • Asset Management

Additional exposure to the following would be beneficial, though not essential:

  • Azure
  • Dynamics
  • Intune
  • Cisco Meraki
  • Draytek
  • Unifi
  • SharePoint
  • 3CX VoIP
  • Duo

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