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    2nd Line IT Support Engineer - Gloucestershire, United Kingdom - Excelerate

    Excelerate
    Excelerate Gloucestershire, United Kingdom

    2 weeks ago

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    Description
    Job Description Role: 2nd Line IT Support Engineer (Field Engineer)


    Role Type:
    Permanent

    The role of the 2nd Line IT Support Engineer is to provide onsite, workshop and remote IT
    implementing projects delivered by our company.

    Provide onsite IT support at client sites


    • Build and configure client hardware and software to be used at client sites
    • Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all clients when on their sites
    • Manage, monitor, and maintain server and workstation monitoring platform daily
    • Logging support tickets for all issues flagged, including 24/7 and daily checks, notifying the Service Desk Manager of reoccurring outages
    • Assist on Project work and Projects run from the Service Desk
    • Ensure Service Desk Co-Ordinator is kept informed of any scheduling conflicts or changes
    • Provide pre-sales support to clients and highlight sales opportunities to Account Manager
    • To be a member of the out of hours on call team on a rota basis
    Good knowledge of MS products, Office 365 & SharePoint


    • Good knowledge of firewall technologies & networking concepts
    • Good working knowledge of IT hardware – Servers, Firewalls, switches, routers, PCs, mobile devices
    • Proven experience working in an IT support environment covering several different technical areas
    • Able to demonstrate good communication skills, written, over the phone and face to face
    • At least 1 formal IT qualification at entry level or above. For example, GCSE ICT, CompTIA, Microsoft certification, BTech or similar
    • Full UK driving licence
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