Helpdesk/ IT support engineer/Support Analyst
- Recruiter
- InfoLogic IT Services
- Location
- Hertfordshire
- Salary
- 25000.00 - 28000.00 GBP Annual + GBP25,000 to GBP28,000 depending on experience
- Posted
- 01 Oct 2014
- Closes
- 21 Oct 2014
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Helpdesk/ IT support engineer/Support Analyst
A fantastic opportunity has arisen for a Technical Support Engineer with experience in 1st /2nd line support in a Microsoft Windows server and desktop environment to join our successful small IT support company based near Letchworth, Hertfordshire.
The right candidate will have a minimum of 4 years' experience working in a busy IT helpdesk environment. managing calls and working within a defined Service Level agreement. This is a great opportunity for a support analyst to take the next step in their career where they will have the opportunity to learn and develop new skills.
As an IT Support Engineer, you will be responsible for providing remote and on-site support as well as delivering complex and varied technical projects. You will be working with various Microsoft technologies including Small Business Server, Windows Server, Exchange, Active Directory, DNS as well as various cloud technologies including Hosted Exchange, Hosted Desktop, online storage and Cloud-based back-up.
This role requires excellent communication and prioritisation skills. The candidate must have an excellent telephone manner and be able to provide clear solutions to technical problems whilst building rapport and trust with the client.
Responsibilities and key activities
•Proactively support client systems.
•Manage incidents in a timely and effective manner.
•Provide support using remote access tools.
•Deal with calls on a priority basis following the agreed service levels.
•Monitor client systems via monitoring tools, raise tickets and resolve issues that monitoring identifies.
•Visits to clients for onsite support and project work.
•Troubleshooting hardware, software, and networking issues in a timely and accurate fashion
•Participating in activities related to the implementation or rollout of new hardware, software, services and solutions
•Simple network management (creating/amending users, groups; managing permissions etc.)
•Managing the overall effectiveness and reliability of the LAN and WAN technology
•Managing domains, broadband connections, websites and other online/hosted services on behalf of clients
Skills required for the IT Support Engineer
•Recent experience on a service desk and using a call logging system.
•Proven ability to grasp new technologies.
•Knowledge of network infrastructure ideally gained within an IT reseller environment
•A good understanding of server and desktop Microsoft operating system technologies and applications
•Experience with: Microsoft Windows Vista/7/8, Windows Server, Small Business Server and Exchange
•Ability to communicate issues and resolutions clearly too technical and non-technical people.
•The ability to diagnose problems and accurately record and address support issues
•Strong customer service, problem solving and analytical skills
•Have an excellent telephone manner.
•To be self-motivated
•Organisation and time management skills are essential.
•Positive, energetic, motivated, with high standards of customer service.
Requirements:
Essential
• Good, listening, written and verbal communication skills.
• Previous experience in an IT Support environment.
• Experience in configuring, supporting and managing Windows Server and desktop software
• Ability when necessary to document work.
• Valid current driving licence
• Eligible to work in the UK.
If you feel you have the required skill set, attitude and are ready for a new and exciting challenge then please apply for this role with an up-to-date CV.
A fantastic opportunity has arisen for a Technical Support Engineer with experience in 1st /2nd line support in a Microsoft Windows server and desktop environment to join our successful small IT support company based near Letchworth, Hertfordshire.
The right candidate will have a minimum of 4 years' experience working in a busy IT helpdesk environment. managing calls and working within a defined Service Level agreement. This is a great opportunity for a support analyst to take the next step in their career where they will have the opportunity to learn and develop new skills.
As an IT Support Engineer, you will be responsible for providing remote and on-site support as well as delivering complex and varied technical projects. You will be working with various Microsoft technologies including Small Business Server, Windows Server, Exchange, Active Directory, DNS as well as various cloud technologies including Hosted Exchange, Hosted Desktop, online storage and Cloud-based back-up.
This role requires excellent communication and prioritisation skills. The candidate must have an excellent telephone manner and be able to provide clear solutions to technical problems whilst building rapport and trust with the client.
Responsibilities and key activities
•Proactively support client systems.
•Manage incidents in a timely and effective manner.
•Provide support using remote access tools.
•Deal with calls on a priority basis following the agreed service levels.
•Monitor client systems via monitoring tools, raise tickets and resolve issues that monitoring identifies.
•Visits to clients for onsite support and project work.
•Troubleshooting hardware, software, and networking issues in a timely and accurate fashion
•Participating in activities related to the implementation or rollout of new hardware, software, services and solutions
•Simple network management (creating/amending users, groups; managing permissions etc.)
•Managing the overall effectiveness and reliability of the LAN and WAN technology
•Managing domains, broadband connections, websites and other online/hosted services on behalf of clients
Skills required for the IT Support Engineer
•Recent experience on a service desk and using a call logging system.
•Proven ability to grasp new technologies.
•Knowledge of network infrastructure ideally gained within an IT reseller environment
•A good understanding of server and desktop Microsoft operating system technologies and applications
•Experience with: Microsoft Windows Vista/7/8, Windows Server, Small Business Server and Exchange
•Ability to communicate issues and resolutions clearly too technical and non-technical people.
•The ability to diagnose problems and accurately record and address support issues
•Strong customer service, problem solving and analytical skills
•Have an excellent telephone manner.
•To be self-motivated
•Organisation and time management skills are essential.
•Positive, energetic, motivated, with high standards of customer service.
Requirements:
Essential
• Good, listening, written and verbal communication skills.
• Previous experience in an IT Support environment.
• Experience in configuring, supporting and managing Windows Server and desktop software
• Ability when necessary to document work.
• Valid current driving licence
• Eligible to work in the UK.
If you feel you have the required skill set, attitude and are ready for a new and exciting challenge then please apply for this role with an up-to-date CV.