IT Support Engineer

Posted 24/05/2021 by Tiva IT Solutions Ltd

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BH24, Ringwood, Hampshire
£25,000 - £30,000/annum

Job Specification

Experienced 2nd  / 3rd Line Remote IT Engineer

Reporting to: Group CTO/Technical Director

The primary responsibilities of the role are:

Remote 2nd/3rd Line Support

Providing telephone and remote assistance to our supported customer base on a wide range of technologies. Maintain our remote monitoring systems and responding to alerts generated by customer systems

Remote proactive checks

Carrying out a process of regular checks for customers either on-site or remotely and producing a report.

Remote documentation

Conversion of available data into our predefined documentation standard using the available tools.

Remote Service & Project Support

Assessing, investigating and resolving technical issues across of SMB IT solutions, delivering planned projects, managing customer communications on business change & meeting objectives

Emergency on-site visits

Carrying out visits on occasion to resolve issues at a customer site that cannot be resolved by telephone or remote support.

Out-Of-Hours On-Call Cover on a Rota

Required skills

While accepting the every candidate is different, our emphasis is on showing a breadth of skills and first rate partnerships with clients. Valued skills include:

  • Excellent customer facing abilities
  • Commercial experience and a solid grasp on customer priorities and objectives
  • Excellent written communication skills
  • Excellent knowledge of Microsoft windows based servers, desktop operating systems and Microsoft message platforms is expected
  • Excellent experience of Office 365 administration
  • Good experience of the following products and technologies is beneficial to the role:
  • Switches/Routers – HP, Netgear, Cyberoam, Draytek, Dlink
  • Range of Backup Solutions
  • Range of Endpoint Security Solutions including Sophos, AVG, Symantec, Trend
  • Other hardware – Storage, Archiving and Multifunction Printers
  • Other technologies – VPN, firewall technologies
  • Any other, hardware, software or technologies that may typically be found in a small business environment

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