IT Support Engineer

3 weeks ago

Fareham, United Kingdom Human Capital Ventures Full time

Our Client is a leading provider of IT-managed services, onsite support, and field engineering to the Education sector with a growing portfolio of public and private schools, multi-academy trusts, colleges, and universities. Following continued growth, contractwins, and a number of new build school projects in the pipeline they are looking to hire an IT Support Engineer.

As IT Support Engineer to be a part of the Managed Services Department providing telephone, remote, and on-site support services to end users. This role would require manning the Helpdesk and internally providing assistance and project installations. Andwill utilise the Support Desk System and manage all tickets and tasks in accordance with the SLA.

You will act as the first point of escalation for clients encountering technical difficulties and provide support over the phone and remotely. Thus, you will be providing 1st and 2nd line technical support to these clients. Incident escalation to the properIT department level when a first-call resolution is not possible.

**Responsibilities**
- Provide 1st and 2nd line IT support to all clients.
- Utilise the Support Desk System provided to manage all support tickets and tasks
- Respond to all tickets within SLA
- Ensure tickets are logged in the Helpdesk and are up to date as well as maintain the client records
- Maintain awareness of colleagues’ tickets and communicate with them regarding clients’ tickets and information
- Ensure monitoring alerts are investigated and where required logged on the Helpdesk
- Escalate tickets to the appropriate level of engineer provided that relevant information is complete
- Communicate and collaborate with third-party software and service providers
- Follow the organisation’s Health and Safety Protocols as well as the ISO 9001, 27001, 45001, and 14001 procedures

**Skills and Experience**
- Ideally 12 months + prior experience working in Service Desk or Technical Support
- Knowledge of experience in ICT Helpdesk Support services
- Experience working with Microsoft Operating Systems and Microsoft Applications
- Experience working with network services such as Active Directory, Group Policy, Routing, etc.
- Be able to diagnose faults in server, PC, laptop, and tablet hardware
- Excellent customer service, and communication skills, both written and verbal

**Location**: Fareham, Hampshire

**Salary**:£18,000 - £26,000 per annum

**Status**:Full-Time, Permanent

**Benefits**:23 days holidays, holiday buyback scheme, health, and life insurance, great pension, annual bonus, paid overtime, paid training and development, and more

Do not let this opportunity pass you by it could be the catalyst to your IT career offering fantastic prospects. Please forward CV details for immediate consideration and interview.

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