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IT Support Engineer

£30000 - £32000/annum + expenses
Middlesex, Greater London
11/02/2019 (11:18)
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My leading Managed Services client is looking for an engineer to provide cover for the onsite engineers at various client sites in the South East. This role will encompass a broad range of duties which will include, but is not exclusive to, Helpdesk / 1st line work such as call-logging, 2nd line fixing such as troubleshooting desktop / hardware (PC, laptop and printer) and potentially maintaining a server estate in a data centre environment. Equally, as a cover engineer, you may be the sole person onsite and/or part of a customer team.

Primary Responsibilities;
• Troubleshoot and resolve problems in person and via phone.
• Answer phone calls and log accurately into customer’s call logging system.
• Troubleshoot Desktop, Laptops and Printer problems, Hardware and Software
• Investigate and resolve incidents in accordance with SLAs.
• Be expected to patch users and communications room as and when required.
• Adapt to the varying customer environments and cultures, along with their in-house processes.

Knowledge and Skills;

• Microsoft Windows desktop O/S
• Microsoft Office 2016/2010/2007/2003.
• Microsoft Outlook 2016/2010/2007/2003.
• Structured Call Logging System
• Desktop/Laptop Hardware
• HP printers (Network server setup and configuration).
• Multifunctional Devices
• Citrix

Preferred Qualifications/Experience/Skills;

• Bighand (Digital Dictation)
• Interwoven FileSite or DM5 (Document Management System)
• Mobiles, Tablets & BYOD’s
• BES experience
• Data Centre environment (HDD swaps / alerts / patching)

Desirable Experience/Skills

• Support of large user base on-site and remotely.
• Document and communicate resolutions for future reference.
• Knowledge of ITIL processes
• Site or Field Engineering experience

Desirable Qualifications;

• At least 2 years experience in similar environment or as a field engineer

Other responsibilities;

• Full clean driving licence
• Flexibility regarding shifts (generally 7-8 hrs 07:00 – 19:00)

Knowledge /Skills

• Thorough, demonstrates attention to detail
• Able to work on own initiative with minimum supervision
• Organised and able to identify and prioritise work.
• Able to work well to aggressive and pressurised deadlines.
• Fluent English both written and spoken
• Ability to liaise with different levels of people
• Ability to communicate effectively and accurately
• Good clear telephone manner

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