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Job Title:
3rd Line IT Support Engineer
Wembley office based
Department / Contract no.
IT
Main Purpose of the role:
Support the Head of IT in providing a full IT Support service to the organisation.
Reporting to:
Head of IT
Key Relationships:
All Directors, Procurement Manager, Facilities/Office Manager, all external IT suppliers and external support providers.
Role and Responsibilities
We are recruiting for a 3rd Line IT Support Engineer to come on-board and assist with both BAU support and project requirements. The support engineer should possess varied technical support experience ideally in a multi-site, medium to large sized environments of approximately 1,500 users. The role requires a broad range of IT skills and experience covering all areas of Hardware, Software, and Applications along with excellent communication skills and a can-do attitude in a fast-paced, technical role on a steep learning curve. As a 3rd Line IT Support Engineer, it will be your responsibility to provide technical support and excellent customer service to our staff and clients.
Responsibilities / Essential Skills
- Responsible for providing both PC and telephone support to members of staff including employees working remotely.
- Creating, updating and resolving IT Helpdesk support tickets - You will manage the helpdesk software to ensure that all requests and issues are logged and resolved in a timely manner.
- Proactive network monitoring of alarms and alert for our sites network from various monitoring tools.
- Build and deploy desktops, laptops and servers. You will be required to diagnose and repair software and hardware issues.
- Troubleshooting software & networking to achieve fault resolution.
- Escalation of faults/outages in accordance with our procedures.
- Setup of new and replacement equipment internally and remotely as required.
- Access Management - User account administration. You will be responsible for managing new users and leavers in active directory and other applications as required.
- Coordinate and manage external vendors and contractors to design, develop, operate, and implement core information systems.
- Asset Management of all IT equipment located across geographically diverse locations.
- Management and maintenance of all IT equipment stock levels.
- Creating Standard Operating Procedure documents within the IT.
- You will assist in the provision of IT services including but not limited to; network connectivity, telecoms, servers, software and applications deployment. You may be required to investigate and deal with 3rd party providers in the event of an interruption to normal service.
- You will assist in ascertaining requirements for IT purchased, researching suitable hardware or software options, and then seeking their approval to purchase and then install the equipment as required.
- You will be responsible for assisting both members and staff with mobile devices; primarily with email and calendar. You will also ensure that devices are up to date and secure.
- You will assist in ensuring that all IT devices are suitably encrypted to ensure that all client data will be protected on any IT device. You may be required to assist with other areas of data security and matters relating to GDPR / Cyber Essentials / CE+.
- You will be required to assist with the delivery of IT projects as and when required. This could also involve taking ownership and delivering projects as and when required.
Please note that this position will be an office-based
PERSON SPECIFICATION
Technical Competency Skills
You will have the following:
- Strong experience with Microsoft Windows 10, Microsoft Office 365, Windows Server 2016/2019, Active Directory Azure, InTune and Sharepoint.
- Microsoft AAD / AD / DNS / DHCP / Group Policy, etc.
- Exposure to and good understanding of Information Security core principles; ITIL, ISO27001, Cyber-Essentials / CE+, Penetration tests and Vulnerability scans.
- Good understanding of network protocols along with Cisco, HP and FortiGate equipment.
- Exposure with firewall configurations and VPNs.
- Exposure to VOIP systems and necessary LAN configuration such as COS/QOS.
- Configure and troubleshoot complex networking scenarios.
- At least 3-5 years of extensive IT and technical experience.
Qualifications and Certifications
- IT Degree/Diploma or equivalent, plus extensive experience of providing IT support services to a diverse organisation.
Skills
- Have good interpersonal communication (verbal, written and listening) skills, that will support the delivery of your duties and able to clearly explain tasks and inspire others with varying backgrounds
- Have high standards of attention to detail in all aspects of your work
- Show initiative and know when to escalate issues for Supervisor/ Management support.
- Be a team player with regards to sharing information, helping to resolve a problem, working towards common goals, properly dividing tasks between team members, etc.
- Have the ability to handle pressure and meet deadlines.
Personal Attributes
- Good communicator, including written and verbal communication skills and presentation skills
- Excellent analytical, problem solving and planning skills
- Excellent team worker and team-building skills
- Prepared to work flexibly, as the role may involve working outside regular office hours, and at different company premises as required
- Have the willingness to develop existing and new hard and soft skills
- Have enthusiasm and personal drive when completing tasks and achieving goals
- Have excellent timekeeping management
- Treat people fairly and make decisions consistent with clearly expressed standards
