IT Engineer

IT ENGINEER

BASED BURNLEY WITH OCCASIONAL TRAVEL TO CLIENTS – NORTH WEST

37K TO 44K BASIC PLUS BENEFITS

Our client is a leading provider of ICT Solutions. Established for many years they are hugely successful and cover a broad range of sectors, including energy, education, transport and logistics, manufacturing and the legal sector. Due to internal promotion we are now looking for an additional IT Engineer with strong 2nd line experience and ideally some 3rd line. The company are superb to work for and provide a great environment and culture with superb training and development opportunities to keep your technical skills as advanced as possible.

Main Responsibilities

• Providing customer support for incidents escalated from 1st line support, covering 2nd line issues and starting to look into 3rd line
• Escalation of calls to Senior Escalation Engineer as necessary
• Providing strong server and desktop support across our customer networks
• Keeping clients updated as to the progress of their request / issue status
• Maintaining agreed Service Level Agreements (SLA’s), updating ticket information as you work from diagnostics through to resolution
• To provide an escalation point for sales / customers / technical, and to manage the solution to its conclusion
• Liaise with third parties and vendors to resolve incidents with root cause analysis
• Perform Incident Management & reporting on complex / large scale issues
• Assist with mentoring colleagues in line with escalation procedures
• Producing and updating technical documentation, conducting infrastructure audits
• Working to deadlines and adapting quickly to a fast-changing environment
• To ensure that support work carried out outside of contractual obligations is captured and charged accurately and in a timely manner
• Work with management to identify efficiencies within the technical department and implement, including reducing incoming cases and streamlining processes
• Highlighting ticket trends to Senior Escalations Team / Management
• Working with Management to take responsibility for problematic issues and/or customers

Desirable Skills and Experience

• Excellent communication skills (both verbal and written)
• Ability to respond to customers under SLA and work under pressure
• Possess strong experience as a 2nd Line Support Engineer with some 3rd line exposure
• Possesses significant knowledge of client / server and Internet systems architectures
• Has developed complex technical solutions to IT problems
• Excellent commercial/technical knowledge and experience
• Experience of a support desk environment, ideally with in an MSP
• Microsoft Cloud technologies – eg. Azure, O365
• Network software including TCP/IP, DNS and DHCP protocols
• Back up and replication technologies (Veeam is highly advantageous)
• Scripting such as PowerShell, VBA
• VMware & Hyper-V deep troubleshooting

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