Technical Support Engineer - Reading, United Kingdom - iRecruit Partners Ltd

iRecruit Partners Ltd
iRecruit Partners Ltd
Verified Company
Reading, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

To provide 1st/2nd line support across a wide range of technologies, ideally resolving issues at first line stage but, if not possible, escalating to the appropriate technical resolver group.

Flexible to work from home on a Friday.


Key Tasks:


  • Use technical knowledge to resolve customer issues.
  • Ensuring tickets are correctly logged and categorised on the Service Desk system.
  • Taking responsibility for tickets through the whole incident management process.
  • Ensuring customers are kept updated on ticket progress.
  • Ensuring contractual SLAs are met.
  • Escalating cases when potential SLA breaches may occur.
  • Escalating cases where appropriate both internally and with customers.
  • Supporting the Field Services team when required.
  • Help develop and produce statistical data on incident management performance.
  • After a training period, there may be a requirement to join an out of hours rota.

Technical Skills:


  • Experience of working in a 1st/2nd line support environment
  • Awareness of network environments (routing/switching/VLANS/Security/Wireless/Telephony).
  • Knowledge of basic support for Windows Operating Systems
  • Knowledge of Azure and EXchange
  • Knowledge of basic support for Microsoft Office toolsets.


  • Active Directory Administration

  • Password resets, unlocking, etc.
  • Basic allround troubleshooting skills.
  • Ability to work both on your own and as part of a team.
  • Documenting processes.
  • Comfortable with working flexible hours.

Interpersonal Skills

  • Must be selfmotivated.
  • Must be able to work unsupervised, on own initiative.
  • Can meet deadlines and maintain high standards even when under pressure.
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