Senior IT Support Engineer

Job Title: Senior IT Support Engineer

Location: Chorley

Salary:  £30,000 - £35,000

We have an exciting opportunity for a Senior IT Support Engineer / 3rd Line Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.

The Role of Senior IT Support Engineer

• Providing 2nd/3rd line technical support across our customer base via phone or email.
• Record and update all incidents and problems thoroughly through the company's ITSM system
• Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure
• Communicate effectively to ensure swift resolution at both technical and end user level
• Maintain elevated levels of customer service for all support queries.
• Maintain accurate resolution documentation in our knowledge base repositories
• Train and mentoring our 1st line team to ensure a build-up of their knowledge
• Liaise with 3rd party solution providers and develop excellent working relationships
• Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.
• Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.

Person Specification for the Senior IT Support Engineer

• The successful candidate will be comfortable working as part of a team and on their own using their own initiative
• Three year's equivalent work experience within an IT Support / Managed Service Provider environment.
• Be able to remain calm under pressure
• Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes
• Have strong interpersonal skills enabling good verbal and written communication
• Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously
• Be flexible in their approach to travel and projects undertaken
• Be driven to learn new tech and self-improve
• A strong understanding of ITIL best practice and frameworks

Technical Skills - Essential

• Microsoft Windows
• Strong working knowledge of Windows Server Environments

• DNS and DHCP
• Deep working knowledge of Active Directory etc.
• Continuous improvement work

• Desktop OS, Windows 7/8/10/11
• Remote Desktop Services experience such as VDI
• Experience of migrations

• Good understanding of network infrastructure
• Design and implementation of server infrastructure + upgrade experience
• Microsoft 365 administration and new tenant provision and setup
• Google Workspace
• Microsoft Azure
• Familiarity with Firewalls, configuration and installation.

Desirable

• Familiarity with Autotask PSA, RMM
• Knowledge of ESET Anti-Malware solutions
• Macintosh support and deployment
• Familiarity with Fortinet Firewalls
• Strong working Knowledge of ESET technologies.

Benefits

• Healthcare
• Career progression opportunities.

**A full driving licence is required to be able to travel to customer sites as required.

Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer

Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards.