IT Support Engineer

01 Jun 2021
24 Jun 2021
IT, IT Support
Contract Type
Full Time
Are you an experienced IT Support Engineer? Do you have broad knowledge of Digital, VoIP Services, IP Networking and Data Provisions?

Baltic Recruitment are currently recruiting for a Permanent IT Support Engineer, working for a leading provider of apprenticeships within the IT, Tech and Digital Sector based in Newton Aycliffe. Responsible for monitoring and maintaining the computer systems and networks in a technical support role. If there are any issues or changes required, you will be providing technical support via phone, web-based tools, and email.

Tasks include installing and configuring computer systems, diagnosing hardware/software faults, and solving technical problems, either over the phone or face to face. The successful candidate will possess a broad knowledge of digital, VoIP services, IP networking, and data provisions. Candidates must be highly experienced in providing excellent customer service and problem escalation/resolution on a helpdesk support system.

IT Support Engineer Main Duties & Responsibilities:

Provide Level 2 support to end users
Provide troubleshooting and technical support via phone, web-based tools, and email
Advise customers regarding the product's proper use and department specific issues
During problem escalations, act as a liaison between customers and Level 1 support engineers
Assist the customer base during installations and work along with our 3rd line IT Support, along with having to challenge them when required to do so if they do not meet our agreed deadlines
Provide coaching and guidance to other members of the team, such as our apprentices and our other permanent staff - to develop their skills and knowledge to meet the needs of our growing company
Setting up and configuring new laptops and desktops
Installing and configuring computer hardware, software, systems, networks, printers, and scanners
Setting up mobile phones and tablets
Maintain current and accurate inventory of technology hardware, software, and resources
Adhere to company protocol as laid out in the Company Handbook
Additional responsibilities as requested by the IT Support Manager
Able to coach and develop the skills of others within the team

IT Support Engineer Applicants:

1-2-years minimum experience working on an IT Support Helpdesk
A full driving license is essential
Passion for new ideas and innovative approach
IT Support experience at Level 4
Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration
Experience of working with different networks LAN, WAN, MAN and GAN
Provide recommendations about accessing information and support
Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
Strong technical and analytical skills
Coaching skills (develop and grow the skills of others within the team)
Solid experience in problem analysis and resolution of software problems
Proven ability to function in a self-directed environment
Innovative thinking who is positive, proactive, readily embraces change
Ability to handle clients professionally during all interfaces
Help desk service support experienceCandidates may also be interested in IT, Technology, IT Support, First Line Support, 1st Line Support, IT Helpdesk, Helpdesk, Servers, ICT, Information Technology, Technical Support, IT Support Technician, IT Technician, IT Support Engineer, Support Engineer, IT Engineer, Ethernet, TCP, IP Routing, LAN, WAN, MAN, GAN, VoIP, IP Networking, Technical Support