IT Support Engineer

Posted a week ago by CCIT

Location:
W10, Golborne, Greater London
Salary/Rate:
£25,000 - £30,000/annum

The Company:

Clarion is a well-established Telecoms & IT Managed Service Provider for the SME marketplace.

Having begun as a Telecoms-based consultancy, we moved into the field of IT Support to both address the converging of voice and data technologies and also to answer our clients’ requests for us to take over the running of their computer networks.

We currently provide this support in the following forms:

To act as a fully outsourced IT Dept.

To work alongside a company’s own personnel to complement in-house skills

On a retained or ad-hoc basis

Duties and responsibilities

Providing 1st / 2Nd line support

Manage and monitor the delivery of IT services within Clarion and to all of our clients

Working on helpdesk Assist with keeping ticket system in check.

Work with 3rd party suppliers and vendors for various support tickets.

Assist with ongoing projects.

To provide on/off-site support, desk-top, laptops, Macs, Chromebooks and network hardware/software support to our client base.

Support

Provide expert support when necessary on Windows and Mac operating systems.

Assist with providing quotes of software & hardware

Understand how to communicate difficult/sensitive information tactfully.

Professional Qualities

Experience of delivering quality service, ensuring customer satisfaction and the ability to understand service level agreements and communicate them to clients in a clear and professional manner.

Experience and ability of absorbing new information regarding new hardware, systems and their relative importance in-line with service level agreements.

Displays good telephone manner and has the ability to communicate clearly with clients, colleagues, external IT support and suppliers. 

Has the ability to write clear, concise and accurate reports/records, such as any disruptions to service, call information, technical difficulties and solutions. 

Experience in maintaining accurate records both electronically and hand-written.

Punctual and good time management.

Experience in installing software/hardware on desktops, laptops, surface, Chromebook, apple, printers etc. and their related software and supporting it to a 1st / 2nd support level. 

Experience of installing items to a high standard, within timescale, budget and to customer satisfaction.

The ability to monitor security alerts and backup notifications together with prioritising and logging support requests and understanding when to escalate them.

The ability to translate complex technical issues to non-technical users.

An understanding and desire to deliver a high standard of Customer Service and client satisfaction

Must have the following skills and attitude: Enthusiastic, energetic, proactive, highly organised and has the ability to multi-task

To be able to remain cool under pressure, work as a team in order to ensure workloads are managed and clients are kept up to date with progress within reasonable timescales.

Technical Skills

Essential:

  • Windows OS 7-10, Mac OSX, Google Chrome, Microsoft Surface
  • Networking, LAN, WAN, Routers, understanding
  • iOS, Active Sync, Android
  • Experience using and administrating Office365 and Teams & SharePoint
  • Understanding of networking                                                                                   
  • Understanding of server administration
  • Office 2013 to 2019
  • Ability to configure web-managed routers
  • Blackberry, IPhone, Smart Device experience

Desirable:

  • Firewalls, VPN, Vlans, DMZ, VOIP understanding
  • Experience with Hosted Solutions (Exchange, Desktop, Server etc)
  • Microsoft Azure, MDM Solutions
  • Applications like Sage 200 Accounts,  
  • CRM solutions such as ACT!
  • Hyper V, VMware
  • Cisco CCNA, Cisco Meraki
  • Remote management Tools such as SolarWinds, Addigy, LogMeIn, Team Viewer
  • Zendesk, SolarWinds Ticketing System
  • Network design, Microsoft Exchange
  • Windows Server 2008-2016 - AD, DNS, Group Policy, DHCP
  • MCSA/MCSE, Microsoft accreditation

Salary & Benefits:

£25,000 - £30,000 (experience dependant) – Reviewed after 6 months  

Professional Qualifications Sponsorship

For future consideration:

Company Pension Scheme

Performance Related Bonus Scheme (discretionary £1000 pa)

Free use of Corporate Health Club Membership

Type:
Permanent
Contract Length:
N/A
Job Reference:
IT
Job ID:
213889643

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