Job Description
Technical Support Engineer
Duration: 3 Months initially
Location: Prescott,Merseyside & remote (hybrid working)
Rate: £200 - £230 per day
IR3 Status: Inside
Start: ASAP
Role Overview:
We require a Technical Support Engineer to provide first and second line support to users who encounter problems related to the operation of network, hardware or business applications.
You will work with users to resolve issues and where applicable work with other members of the department and external third parties to do so.
In addition, this role provides support for Microsoft Office 365 and Microsoft Service products, Remote Desktop Services, PCs, printers, laptops, mobile devices, computer and network equipment.
Essential skills & experience required:
As the Technical Support Engineer you will possess previous experience in IT service delivery and providing 2nd/3rd line technical support.
Good knowledge and understanding of the system administration and user support for a good selection of the following: Microsoft Exchange, Routing and switching, Wireless networking, Office 365 services and applications, Microsoft Windows Server 2016/2022, Active Directory and Azure AD and Entra AD, Microsoft SQL Server, IT Service Desk systems, Call Manager Solutions, IVR Scripting language, Linux operating system, Vulnerability and Remediation.
Knowledge of firewall control, configuration and virtual private networks
Previous experience in using Service Desk applications
Excellent troubleshooting and problem solving skills
Ability to complete tasks within set time scales according to service standards & priorities
Committed to delivering an excellent IT service together with exceptional customer service for all business users and being proactive in regards to continuous service improvement.
Desirable would be any of the following:
Good knowledge and understanding of the system administration and user support for a good selection of the following: Storage area networks, including iSCSI, Virtual server infrastructures, Printing, Mobile devices, incl. Android and Apple, IT Disaster Recovery techniques, Information security and intrusion prevention, ITIL.
Duties include:
Actively participate in the Service Desk operation, including logging all first and second line support calls in the service desk system whether received via telephone, e-mail or in person.
Monitor the target dates on behalf of the Technical Manager to ensure calls are completed in-line with our business’s SLA and ensuring customers are kept informed of progress.
Assist in the setup, support, upgrade and maintenance of all computer systems across the business to agreed performance standards and timescales at all offices.
Provide a system user administration service (e.g., setting up new users, changing access rights etc.) for all network operating, email and Internet systems, in line with our business’s policies.
Provide a full systems administration service for all business servers and PC operating software and hardware in conjunction with our business’s technical and network support contractors in accordance with agreed timescales, performance indicators and/or project plans.
Rollout and install new and replacement hardware and software for users as required and move and set up IT equipment during office moves.
Ensure timely resolution or escalation of helpdesk requests/incidents, communicating promptly on progress, and handling of customers professionally
Maintain a comprehensive inventory of IT equipment and ensure that redundant kit is disposed of correctly in line with the business’s security and environmental policies.
Provide advice, encourage and train where appropriate colleagues in relation to information technology.
Ensure all servers, system components and devices are patched to the schedule as defined within agreed operational procedures. Ensure each patching exercise is appropriately recorded.
Ensure IT Security is adhered to, in accordance with relevant IT policies.
Assist in the daily maintenance of video/audio, voice and data network infrastructure including LAN/WAN, and WiFi.
Demonstrate expert level knowledge of network topologies and conditions; developing design documents, ensure changes to network topologies are made with minimal down-time.
Review network topology to verify correct usage and redundancy, ensure systems
Provide technical guidance and support to other members of the team.
Configuration and upgrades as required to ensure the system remains fully operational.
Participate in regular DR and BCP testing across the business for both the network infrastructure.
Please Note: This role is hybrid working; you will be required to be on the customer site 2-3 days per week in Prescott, Merseyside
Also to possess a driving license as you may be required to travel to other locations on occasion if required.
To apply to this role please call Joanne Stanley - Tel: 01675 468926 or email: joanne.stanley@certes.co.uk
Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds