IT Support Engineer

IT Support Engineer

As the IT Support Engineer you will provide 1st and 2nd (and some 3rd if you have previous experience) line technical support to 100+ IT users based at the site. You will be responsible for analysis, diagnosis and resolution of IT problems ranging from straightforward to more complex technical issues.

Responsibilities:

• Provision of 1st & 2nd (with some 3rd where applicable) line support and troubleshooting of IT-related problems eg, in-house software to hardware such as, Laptops, PCs, Mobile devices, VOIP phones, Servers and Printers
• Troubleshooting basic network issues eg, connectivity
• IT Admin
• Delivering basic in-house training for Office 365 applications
• Publishing support documentation to assist staff with requests for information provide staff training if required
• Producing internal IT documentation for DR
• Building and configuring Laptops and Desktops from a network image using SCCM
• Basic Active Directory administration including creating user accounts, resetting passwords etc.
• Receiving, logging and managing calls from internal staff via telephone, email and the service desk (OTRS)
• Maintaining an Asset Database, add asset tags to machines and track changes
• Escalating unresolved or complex calls to the System Administrators, Business Systems or Vendor

Attributes:

• Excellent communication skills - verbal and in writing
• Minimum 2 years' IT Service Desk and/or IT Support experience required
• MCP certification Windows 10, CompTIA A+ or similar
• Strong troubleshooting skills from software to hardware including but not limited to; laptops, PCs, photocopiers, multifunctional printers, AV equipment
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, Server 2012/2016 and Office 365
• Ability to troubleshoot network issues and have a good understanding of routers, switches, WAP's, DHCP, DNS, TCP/IP, Firewalls, WAN, LAN, NAS and VOIP Telephony