2nd Line IT Support Engineer - Sutton, United Kingdom - GHM Communications

GHM Communications

Verified Company

Sutton, United Kingdom

2 weeks ago

Posted by:

Harrison Lawrence

beBee Recruiter

Full time £30,000 - £80,000 per year Technology / Internet

Description

GHM Communications Ltd is a progressive and market-leading company that has thrived over the past 18 years. Specialising in providing innovative business telephony solutions, comprehensive IT support, Wi-Fi services, and tailored solutions for the care sector and various enterprise sectors, we're dedicated to continual growth and development.

As we expand our IT Support services to meet the needs of our growing customer base, we're seeking an experienced and dynamic individual to join our team as a 2nd Line IT Support Engineer. Collaborating with our skilled Service Desk Team, you'll play a vital role in delivering exceptional support to our clients.

At GHM Communications, we're proud of our reputation as a leading supplier in the Care sector and B2B sector, delivering telephony solutions, managed IT services, and tailored Software as a Service (SaaS) solutions. As a family-run business, we prioritise fostering excellent working relationships within our team, with clients, and throughout our supply/distribution channels.

Our company culture is defined by our Core Values:

Teamwork
Honesty & Dependability
Expertise in What We Do
Integrity
Reliability
Supportiveness

We believe in doing the right thing for our clients and are committed to providing unparalleled service. If you're passionate about customer service, possess excellent communication skills, and thrive in a collaborative environment, we invite you to join us as we continue to grow and make a positive impact in our industry.

Responsibilities

Provide technical support across devices, software, networks etc. to troubleshoot IT issues raised by customers and escalated by 1st line engineers
Use problem solving skills and technical knowledge to ensure that customers’ issues are addressed
Diagnose and resolve medium to high complexity technical issues relating to hardware, software, networks etc.
Escalate complex issues to 3rd line engineers or external vendors when required
Identify recurring problems and devise sustainable preventative measures
Install and configure new IT equipment following technical specifications
Offer hands-on support and training to upskill team members
Keep customers informed of progress and set expectations whilst working to internal SLA’s
Maintain comprehensive documentation as it relates to server and network topology, equipment, and configuration(s)
Take ownership for obtaining information required to diagnose and resolve more complex problems and, where necessary, engage with third parties to jointly resolve in-depth product issues

Skills

Excellent communication skills, both written and verbal
Ability to achieve successful outcomes in handling difficult situations
Demonstrated analytical, diagnostic, and troubleshooting skills
Ability to work in a fast-paced environment
Shows initiative and acts independently to resolve problems
Works effectively both as a team member and independently
Ability to provide great customer service
Solid technical skills and good understanding of IT infrastructure and systems

Knowledge and Experience

2+ years proven experience of IT Support. Prior experience working for a service provider is a plus.
Thorough knowledge of current IT Technology including (but not limited to):

- Desktop Support both MAC and Microsoft

- MS Active Directory, PowerShell, Windows Server & Hyper-V

- Microsoft Windows Server OS

- Office 365 & Exchange Server Exposure

- Backup and Recovery Understanding

- Windows Desktop and Application Support

- LAN/WAN (routers, switches, firewall)

- Microsoft Azure knowledge

- Network troubleshooting

- Watchguard firewall maintenance

- Windows, VMware, SBS Server, Storage Technologies

- VOIP Telephony (Desirable)

- MDM Knowledge (Desirable)

An enthusiasm for new technology with an interest in learning about new trends and technology and how they can be applied at a practical level would be advantageous.
Experience with Wired and Wireless networking, PC and server virtualization software, virus protection, backup systems

Job Type: Full-time

Pay: £25,000.00-£30,000.00 per year

Benefits: