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IT Support Specialist

4 weeks ago

Chorley, Lancashire, United Kingdom Bowdon Associates Ltd Full time
Senior IT Support Engineer

We are seeking a highly skilled and experienced Senior IT Support Engineer to join our dynamic support team. As a Senior IT Support Engineer, you will be responsible for providing 2nd/3rd line technical support to our customers across the UK.

Key Responsibilities:

  • Provide technical support to customers via phone or email.
  • Record and update incidents and problems thoroughly through our ITSM system.
  • Take ownership of support tickets and adhere to first response and fix SLAs.
  • 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 mentor 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 commit repairs/new installations of equipment such as Firewalls, Servers, Workstations.

Requirements:

  • Three years' 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:

  • 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.
  • Microsoft Azure.
  • Familiarity with Firewalls, configuration and installation.

Benefits:

  • Healthcare.
  • Career progression opportunities.

Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer