Job Description

As a 2nd Line Support Engineer, your main responsibilities are as follows:

• install and configure computer hardware operating systems and applications

• monitor and maintain computer systems and networks

• talk clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues

• troubleshoot system and network problems, diagnosing and solving hardware or software faults

• provide support, including procedural documentation and relevant reports

• follow diagrams and written instructions to repair a fault or set up a system

• support the roll-out of new applications

• set up new users' accounts and profiles and deal with password issues

• respond within agreed time limits to call-outs

• work continuously on a task until completion (or referral to third parties, if appropriate)

• prioritise and manage many open cases at one time

• rapidly establish a good working relationship with customers and other professionals, such as software developers

• test and evaluate new technology

• to work to a standard that maintains the companies ISO 9001/27001 accreditations.

• to uphold eIT company values at all times.

Required Knowledge, Skills, and Abilities

• MSP Experience. • Previous Helpdesk/IT Support (telephone/remote support) experience. • Existing professional certification MCP, VCP (or working towards) • Excellent telephone manner and customer service/Communication skills. • Strong working knowledge of Wintel Client/Server Systems • Experience of Firewall and Network Security Technologies • Experience of Hyper-V, VMWare, SAN, NAS • Experience with Microsoft 365 Administration / Migrations • Strong understanding TCP/IP networking, including experience with routing, VLAN, VPN, Wireless. • Experience of VOIP telephony systems. • Automation and Scripting using PowerShell • ‘Hands on’ approach and a willingness to learn. • Flexible, pro-active approach (may be required to work away or unsociable hours to meet the needs of the business). • Full Driving Licence and access to own transport.