Job description
Job Description
As a member of the Technical Support team, the Technical Engineer will primarily provide 3rd and 2rd line support to all of our customers, as well as overflow and out of hours 1st line support. The successful candidate will have a pro-active attitude and an aptitude for working with applications/systems and infrastructure to undertake the correct analysis, prioritisation and diagnosis of issues, leading to swift resolution. They will deliver a high level of customer satisfaction.
Key responsibilities:
- Manage and maintain the existing server and network infrastructure to agreed standards
- Provide technical expertise to the IT support team and internal users of IT Services
- Monitor, report and act upon security, network and server alerts
- Implement change related activity, such as software upgrades, software packaging, server updates and infrastructure maintenance
- Maintain relationships with vendors and suppliers and ensure all relationships are conducted in a professional manner
- Receive, log, and correctly assign/categorise calls when operating on the helpdesk
- Correctly identify record, escalate and resolve problem records.
- Ensure that all calls are recorded in the ITSM tool and that the customers details are checked and amended where needed
- Troubleshoot business applications, shared applications, servers, network, mobile, telecoms and printers
- Ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item
- To maintain a high degree of customer service for all support queries, adhering to all service management principles
- Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality
- Liaise with 3rd party vendors, ensuring that they adhere to specified SLA's and escalating where these are about to fail
- Project support and deployment as required
- Any other reasonable task as required by the IT Department
- Some travel maybe required
Skill/experience requirements:
- At least 2 year working in an IT team delivering and maintaining infrastructure solutions in the following:
- Microsoft Server Infrastructures
- Microsoft Exchange environment
- CRM Dynamics
- Microsoft SQL
- Hyper-V/VMWARE
- SCCM
- SAN Storage
- Skype for Business
- Strong SQL skills required
- Experience with domain trusts and use of Active Directory to manage security very useful
If suitable please apply or contact Natasha on 02380 765 293 or natashaleahy@spectrumit.co.uk
