Support Engineer - Rochdale, United Kingdom - The SLR Group

The SLR Group
The SLR Group
Verified Company
Rochdale, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Support Engineer

Our client is looking for a Support Engineer:

Job Purpose

  • Provide 1st/2nd line Service Desk support, manage and build hardware
  • This position reports directly to the Service Desk Team Leader and Head of Support and Infrastructure.

Key responsibilities:


  • Create and issue incident reference numbers via our work tracking system, immediately as queries are raised.
  • Perform first / second line support with the aim to achieve an 80% first time fix rate.
  • Escalate incidents to 3rd line technical staff as required.
  • Monitor work orders and ensure that they are completed within the SLA.
  • Follow up on completed work orders for all staff to ensure that they are satisfied with the solution.
  • Gain an understanding of the local and national IT systems to give better escalation of support queries.
  • Follow all administrative procedures as instructed by Central IT.
  • This role requires weekend working as defined by the team rota. An additional payment and a lieu day will be allocated for each weekend day worked.
  • Must be willing to work overtime if a project requires it.
  • Perform other duties as required by the Head of Support & Infrastructure.

Skills & Experience

Understanding of:

  • Microsoft Windows 10 / 1
  • Microsoft Office 2016 / Office 36
  • PC hardware
  • Printer hardware
  • File and directory permissions
  • Azure Active Directory

Basic understanding of:

  • Network diagnostics & troubleshooting
  • TCP/IP networking
  • Network Printing
  • Microsoft Exchange
  • Network Security

Personal Qualities:


  • Must be enthusiastic
  • Have the will to learn
  • Must be able to manage own workload effectively
  • Able to communicate well with all levels of staff
  • Be a strong team player.
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