Senior IT Support Specialist
5 days ago
**Senior 2nd Line IT Support Engineer**
We are seeking a highly skilled and experienced Senior 2nd Line IT Support Engineer to join our team at Principal IT. As a key member of our technical support team, you will be responsible for providing exceptional support to our clients and internal stakeholders.
Key Responsibilities:- **Fault Resolution and Support**: Assist in the provision of a first-class, customer-focused support facility to internal and external customers, ensuring fault resolution and support in line with Service Level Agreements.
- **Ticket Management**: Ensure all assigned tickets are progressed and updated in accordance with relevant Service Level Agreements.
- **Customer Communication**: Inform customers of updates and escalate calls to relevant personnel as necessary.
- **Relationship Building**: Develop and maintain good relationships with customer contacts.
- **Documentation and Training**: Create and maintain customer documentation and provide training to other support personnel on customer architecture.
- **On-Site Support**: Provide on-site support to customers and 3rd party suppliers, both in the UK and internationally.
- **Internal Support**: Assist other internal departments in investigating ongoing customer issues.
- **Knowledge Development**: Develop and maintain a knowledge of our clients' software and configuration tools.
- **Site Visits**: Visit customer sites to perform advanced diagnostics as required.
- **IT Passion**: A huge passion for IT and technology.
- **IT Experience**: Experience in a similar IT support role is essential.
- **Technical Knowledge**: Excellent knowledge of IT products, including Microsoft Windows Server, Core Infrastructure Server Hardware, Virtualisation, Exchange/Office 365, Azure, Security Solutions, Office 365 environments, Active Directory/Azure Active Directory, Windows 10/Windows 11 Troubleshooting, Security Knowledge, Firewall Troubleshooting, and Network Troubleshooting.
- **Out-of-Hours Support**: Participation on the out-of-hours rota to provide support to customers.
- **Driving License**: A valid driving license is required.
- **UK Residency**: You must have lived in the UK for the last 5 years.
- **Government Security Check**: You must be able to undergo a government security check.
- **Free Parking**: Free city centre parking.
- **Life Assurance**: Life assurance.
- **Private Medical Cover**: Private medical cover.
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