2 jobs found

Technical Support Engineer 1st & 2nd line support £220 depending experience NW London URGENT. Imm.start The role: Our Client Support Engineer will be working within a dynamic Service Delivery Team, to deliver 1st and 2nd line support to our varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors. The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets. The successful Client Support Engineer will have the opportunity to further develop their career managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery. Our IT Support Engineer would benefit from at least 1 year working at an MSP or in-house IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoft certifications. Understanding core infrastructure such as routers, firewalls, switches, WAPs, TCP/IP, DNS DHCP is essential, and awareness of the cyber security landscape is an advantage. Key Responsibilities: Dealing with 1st line assigned tickets, providing support over multiple channels Responding efficiently to support requests over a variety of channels (e-mail, phone and ticketing system) Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool Providing an excellent customer experience at all times Conducting personal queue and ticket triage, escalating as and when required using internal processes Liaising with partners and third-party vendors to resolve customer issues Attending client sites to support current customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers and 3rd party applications Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.) Knowledge, Skills & Experience Required: Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking Familiar in Office 365 Administration, and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity. Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user. Understanding of security products and the cyber threat landscape; Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines My client is looking for both 1st and 2nd liine support engineers and salary will reflect your experience. Be part of a medium size fast expandinf established company, with opportunity to progress and take more qualifications.

Our client, based on two sites between Andover and Winchester, is now looking to recruit a hands-on, experienced Operations Engineer to join their team on a permanent basis. This is a hands on 2nd/3rd line technical support role to deliver high availability IT infrastructure, and to ensure continuous service to users by meeting or exceeding the performance indicators, as defined by service level agreements. The successful candidate will have extensive technical experience of Microsoft Server, Citrix, VMware, Email (Exchange), Storage and Backup solutions. You will advise on technical solutions and be able to describe and articulate complex ideas for others to learn. You will adhere to ITIL v3 disciplines and have excellent organisational and time management skills requiring minimal supervision. This is an ideal opportunity for a resourceful and highly skilled individual to join a committed team in a lively environment dedicated to providing high quality services and able to work under pressure. Duties include: - 2nd/3rd Line Technical Support for any service disruption, formulating recovery plans to return to service. - Complete daily, weekly and monthly checks on core infrastructure services including Citrix, VMware, Security updates, Backups, Audits and Test - Work as Technical project lead on the implementation of new, and upgrade of exisiting solutions. - Raise and implement Requests for Change (RFC’s) and work on specialist projects with internal teams and external contractors. - Produce and understand high quality technical documents to provide operational lifecycle support for the complex systems. - You will be expected to work from both Andover and Winchester. Regular travel between these two main sites and minimal travel to other locations will be required. Key Duties: 1. Provide 2nd/3rd line technical support for infrastructure solutions including but not limited to Microsoft, Citrix, VMware, Storage, Backup, Mobile and Cloud solutions. 2. Reporting to the Operations Manager on any service disruption and formulating recovery plans to return the service. Taking charge of a problem if limited management resources are available and reporting back any lessons learned and improvements that need to be implemented in future. 3. Produce and understand technical documents to provide operational lifecycle support for complex systems. All documents are to be maintained in the central SharePoint repository with version control. These will include system guides, user manuals, interface diagrams and Visio architecture documents. 4. Resolve calls as part of a team and identify improvements and trends to continually improve the service delivery. 5. Working with users and other IT staff to ensure we meet SLA’s and clearly communicate with minimal technical jargon on the resolution. Host workshops and training sessions to improve users/team knowledge. 6. Implement Requests for Change (RFC’s) and work on specialist projects with internal teams and external contractors. Ensure that User & System Acceptance Testing (UAT) is planned in advance and completed. Accurately assess the impact on change to the end users and take all precautions to minimize disruption and calls generated into the service desk from each change. 7. Complete routine daily, weekly and monthly checks on core infrastructure services including security updates, backups, audits, testing. Reports on service availability will be completed and reviewed with any issues reported to senior managers. Routine and emergency security patching will be deployed to ensure all threats are reduced. ESSENTIAL QUALIFICATIONS AND EXPERIENCE: * GCSE English Language and Maths or equivalent. * Educated to degree level or have evidence of relevant IT operations experience. * Microsoft MCSA or similar working experience in Windows 2008(and higher) Server. * Strong knowledge of Windows Server environment, AD, GPO and WSUS. * Network, Hardware, Virtualisation, Storage, LAN/WAN and System Architecture. * Windows 7/10 Desktop deployment. * Anti-virus and malware protection. * Proven experience in PC, Server and Network Installation, reconfiguration, fault resolution, performance evaluation and improving. * Proven experience in Microsoft Server 2008 & Active Directory domain management and Citrix administration