1st / 2nd Line Support Analyst Engineer

Engineering, IT
Job Type:
Full Time
Yorkshire and the Humber
North Yorkshire

£21,000 to £25,000 per annum
£21000 - £25000 per annum

1st Line Support Analyst / 2nd Line Support Engineer required by an IT Services Company based in Tadcaster, North Yorkshire. £21K - £25K depending on skills and experience.
The purpose of this role is to provide support to a diverse range of clients and users alike. Candidates should have a good mix of technical and customer service skills, and be passionate about technology and helping people.
The 1st Line Support Analyst / 2nd Line Support Engineer role is a customer facing role and pivotal in delivering a professional service to clients and users. Delivering solutions to hardware and software related problems via phone, email, web portal and in person. Working to predefined procedures and the standards set within the client contracts and Service Level Agreements (SLA).
Main Duties and Responsibilities include:

- Be the first point of contact for all customers for all IT issues and problems.
- Recording of all incidents in the ticket management system.
- Support incoming IT issues or questions relating to all supported software or computing platforms via the IT Helpdesk phone number, or mailbox.
- Provide a high rate of "first call fix" troubleshooting, whilst maintaining a high level of service.
- Use initiative, respond to faults quickly, and identify alternative solutions to problems where necessary.
- Escalate issues to 3rd line engineers when required.
- Investigate and suggest initiatives to maintain or improve levels of service.
- Be able to handle a variety of tasks and manage own time and workload both from the office and in the field.

The successful candidate will be technically strong with a good working knowledge of Microsoft desktop and server products. An awareness of Microsoft Office 365 and Azure would be beneficial. Knowledge of virtualised server systems, in particular Hyper-V and VMWare would be an advantage.  Two years’ experience of working in an IT support environment is essential.  MCP or MCSA (working towards MCSE) would be considered highly desirable.

Based at our newly established offices in Tadcaster, you will be working alongside colleagues locally an established IT support team and service desk based in Hampshire. Primarily dealing with support requests directly from customers and from their remote monitoring platform. There will be opportunity to be involved in the planning and deployment of new and replacement IT systems for customers and to attend customer sites.

Essential technical knowledge and experience:
-Microsoft Windows 7 to 10
-Microsoft Windows Server 2003 to 2012 R2
-Microsoft Active Directory (DNS, DHCP & Group Policy) 
-Microsoft Exchange 2007 to 2013
Desirable technical knowledge and experience:
-Office 365
-Virtualised Server Environments (Hyper-V & VMware) 
-Networking Skills (TCP/IP routing, DNS & VLAN's) 
-Business class server backup environments
-System Migrations
Apply Now with your CV and a Covering Letter

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