2nd / 3rd Line ICT Reactive Services Engineer

Do you want to work hard and have fun while doing it - their team is fantastic, exciting highly skilled and efficient and they are looking for someone like minded to join them. They deliver an exceptional service to their clients and this is an exciting opportunity to join their reactive services team based out of their Bristol Office.

Within their Managed Services Company - if you are up for a challenge, conscientious, hard working, fastidious, love IT, want to be the best and work with a fantastic supportive team, this role is for you.

You need to have had at least 3 years experience supporting multiple systems (desktop, servers and application servers) at 2nd line to ensure you have the skills and demonstrable knowledge to deliver in this role.

To be successful you will need to demonstrate that you can achieve the following:-

- To provide support to client's issues providing technical resolutions whilst keeping the client informed throughout the life cycle of their ticket of the status of their ticket.
- To respond to client tickets whether telephoned, emailed or logged via the portal expediently, politely and in line with the process in place and in within the required time.
- To diligently follow the processes in place to administrate tickets ensuring accurate and detailed information is recorded for every action and you fully read and understand the request before commencing delivery.
- Working as part of a team with colleagues within the business is essential, as each area's activities has a direct effect on the other. This is essential if we are to be successful and effective in their support offering.
- To manage clients and build positive working relationships with the key staff and to show the value of their support offering through gaining a full understanding of the client infrastructure and needs.
- To provide support on client sites as required (must be able to drive a car in the UK), ensuring that a good relationship is developed, that an understanding of the clients needs are fully understood.
- To communicate with clients in a positive and expedient manner to both set an expectation and to ensure every action is fulfilled to the client's satisfaction.
- To attend daily huddles providing relevant feedback on your tickets and KPI's and provide any relevant feedback.
- To work to and understand the standards and requirements of ISO9001 and ISO27001:2013 as relevant to the role at all times.

Technologies include: Windows Server, GPO, DNS, DHCP, MS-SQL, MS Exchange, MS-365, SharePoint/Exchange Online, WatchGuard/Cisco Firewalls, MS-Office, VLAN, RAID, LUNS, SAN, NAS, DAS, VMware, Hyper-V, ADSL, VDSL, EFM, Leased, MPLS, SD-WAN, 3G/4G, Hosted VoIP, Printing, Scanning, MFA and Windows desktop/applications.

Hours between 8am and 6pm Mon-Fri with occasional Saturdays or Sundays (on overtime) and occasional 24/7 with additional on call payments

4 x Death in service insurance