2nd Line IT Support and Projects Engineer

Kinver, near Stourbridge
Dependant on experience
12 Jun 2017
11 Jul 2017
Contract Type
Full Time

2nd Line IT Support and Projects Engineer

An IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.

Reporting to the Operations Director, the primary function is to provide a broad range of support for our customers servers, desktops, networks and email systems. This will include both operational and project based support.

Duties and Responsibilities

Key areas of focus:

  • Acting as a point of escalation for the Service Desk to assist in or takeover incidents and non-routine requests that have a high profile impact to the customer and /or require specialist knowledge or analytics
  • Pro-actively managing and supporting the IT Infrastructure for multiple external customers
  • Identifying, contributing to and leading improvements in customer technical infrastructure effectiveness and management
  • Ensuring that communication with the customer is maintained throughout the support and project request lifecycle, keeping them informed of their support request or project through to closure
  • Providing operations handover with the Service Desk for projects moving to production
  • Liaising with 3rd party companies as required
  • Producing and maintaining support and customer documentation
  • Carrying out customer site-surveys and gathering project scope and requirements as required
  • Ensuring customer requirements are understood, and deliverables meet expectation

Skills Required

Having in depth knowledge in the following areas:

  • Windows Server and Active Directory administration
  • PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications
  • Good understanding of IT Infrastructure, including networks, IT Security and email systems

Additional experience in any of the below would be beneficial:

  • Minimum 3 years previous technical support experience
  • Knowledge of Office 365, Azure and other Cloud-based IT solutions
  • Virtual Server technologies
  • Continuous Improvement

Personal Qualities:

Candidates should

  • Have a professional and can-do attitude with colleagues and customers
  • Possess excellent communications skills
  • Be able to work independently and as part of a team
  • Be able to work under pressure
  • Demonstrate a methodical and structured approach to work
  • Have a commitment to quality, and actively seek improvements to work methods and processes
  • Have the ability to deal with ambiguity
  • Have the confidence to deal with people at all levels
  • Have the ability to travel when required
  • Be self-motivated
  • With our support, have the desire to achieve Microsoft and Cisco accreditation
  • Have ambitions to progressing to a more senior technical specialist role

Job Type: Full-time

Salary: circa £25k Dependant on experience.

Job Location: Kinver DY7 - The Company is headquartered in a pleasant village location nr Stourbridge, West Midlands.