2nd Line IT Engineer - London, United Kingdom - Optimity
Description
THE ROLE
We are interested in individuals with a passion for technology and the desire to develop their own skillset.
DUTIES (among others)
- Provide 2nd Line customer facing and remote support structure.
- Provide internal IT support when required.
- Helpdesk and incident management.
- PC and server configuration.
- Firewall configuration and troubleshooting.
- Daily system checks including backup monitoring and reporting.
- Proactively and reactively deliver technical support to Optimity clients as required to meet the demands of our clients and SLAs.
- Maintain and update internal client documentation and logging time and activities in a consistent and timely manner to allow client billing and business metric reporting. Contribute to documenting internal processes.
- Be part of the OOH rota.
- Ensure client satisfaction is always achieved and maintained.
- Communicate diligently with customers: keeping them informed of incident progress, changes or agreed outages.
- Escalate issues that cannot be completed or risk being completed within agreed service levels.
- Remain uptodate with current and future technologies emerging in the industry.
- Assist in delivering complex projects.
- Manage, plan and deliver noncomplex projects.
- Develop knowledge of the customer and how IT relates to their business strategy and goals.
- Display further technical skills in WAN and LAN connectivity, routers, firewalls, security, Operating systems and Optimity's solutions.
- Create and assist in providing quotes for equipment and services to clients.
MINIMUM REQUIREMENTS
- 3 years' experience working with an MSP or ISP.
- Windows Server
- Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration.
- Microsoft Exchange / Exchange Online.
- Microsoft Office 36
- Fundamentals of stand alone Office 365 and Azure Sync environments.
- Remote Desktop Servers.
- Desktop Support
- Windows / Mac / Remote Desktop Session / RDS Farms.
- Networking protocols including TCP/IP.
- Excellent communication skills and the ability to deal with problems and technical issues in a pressurised and timesensitive environment.
- Experience as a support engineer in a service environment, particularly to SMEs.
- Experience of the tech or ISP sectors.
DESIRED SKILLS:
- Knowledge of CRM/ERPs like Oracle/Salesforce, etc.
Benefits:
- Additional leave
- Casual dress
- Company events
- Cycle to work scheme
- Free parking
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
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