1st/2nd IT Support Engineer

1st/2nd IT Support Engineer (with scope to take on project work and progress to 3rd line) - permanent

About Us

DP Systems is a customer orientated managed service provider. Established for over 30 years, our business is centred around each of our customers providing them with seamless IT Support and Managed Services. Whilst Covid-19 has negatively impacted some business environments, ours has grown. To keep up with customer demand and proactive expansion and growth, we are looking for an engaged and passionate IT engineer who loves what they are doing and wants to improve their career growth. We offer a work hard, play hard environment amongst a friendly and close-knit team.

Our accelerating growth means we are preparing to move into our new purpose-built office in Loughton, Essex and expect to move from Barking to Loughton in July 2021.

About the Role

As a 1st or 2nd line support engineer, you will be the first point of contact to our customers and have a passion for solving a wide range of dynamic problems. As part of a responsive, technically capable, and dynamic team, you will respond to relevant support requests via telephone, email and on-site. The role has scope to allow you to learn a specific technology or product that we can deploy to our customers. We are keen for the right candidate to take ownership of their work and technologies and progress onto project work. We always pride ourselves on the highest levels of professionalism to all of our customers. Standard 40 hour work week (8am - 6pm, Monday - Friday). In summary, you will:

• Answer incoming helpdesk calls and emails and log these as tickets
• Investigate and resolve the logged issues autonomously and escalate where needed
• Provide telephone and/or remote support to solve customer problems/requests
• Visit customer sites to install PCs, laptops, software and upgrades as well as solve problems related to your skill level
• Work on new projects, building systems in the office for remote and on-site setup

Ideal Skills

The ideal candidate must have a minimum of 2 years in the same or a similar role at a Managed Service Provider. You should be able to do most of the below:

• Proven experience in installing & configuring & supporting Windows 10 (and Windows 7)
• Supporting PCs/Laptops/Tablets in a Windows Domain environment
• Supporting & Administration of Windows Active Directory & Group Policies
• Supporting Microsoft Office 2010 or 2013 / 2016 / Office 365
• Supporting & Administration of Office365 & Outlook Users
• Ability to rebuild workstations and laptops
• Installation of general PC / network-based software, Office, Sage/Adobe etc.
• Android/iOS/MDM technology
• Experience in installing cabling; Cat5e, Patching & Terminating
• Able to use remote support tools such as RDP, Teamviewer and Logmein
• Ability to understand IP networks and debugging of network problems
• Experienced to understand basic Routers and Firewalls
• Able to configure ADSL Routers, WIFI Access Points, NAS Boxes, Network Printers, Scanners

About you

You should satisfy most of the below bullet points:

• Confident communicator in person, on the phone and on email
• Customer service driven
• Commercially aware
• Autonomous and self-motivated to find answers and solutions that satisfy customer demands
• Able to understand deadlines
• Must be able to drive - to support travelling to client sites around the home counties and London
• Willing to embrace being a part of a team that is flexible, friendly and motivated to work together.

Benefits

• Competitive salary dependent upon experience with annual performance bonuses
• 28 days annual leave
• Company social weekends
• Monthly team lunch
• Weekly team drinks
• Casual dress
• Reference ID: 1ST/2NDLINESUPPORT21

We operate out of our own building and are the sole occupier so we have the freedom to space out all of our desks and activities to minimise the risk