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3rd Line IT Help Desk / Service Desk Engineer

  • Location: Stourbridge, West Midlands
  • Salary: £26000 - £30000 per annum
  • Contract hours: FullTime

Job provided by Recruitment Genius


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About the job

This IT support company is looking for enthusiastic people to join their team of skilled engineers offering IT services from their offices in Stourbridge and Birmingham. Under the leadership of the support services manager and with continuing investment in personal development, the successful candidate will be given plenty of room to progress their skill set whilst providing exceptional support to their customers.

The ideal candidate will have, as a minimum, a strong understanding of standard IT technologies (to include desktop, firewall, networking, backup, printers, server) and have a strong desire to deliver highquality service to external customers, primarily within approximately an hour of Birmingham. The candidate would be expected to drive between their customer base and therefore a full clean UK driving license is required.

MAIN RESPONSIBILITIES
To provide 2nd and 3rd line remote IT support and effectively resolve issues whilst being an escalation point for other colleagues.
To provide onsite solution implementation.
To display excellent verbal skills whilst maintaining communication on both technical and nontechnical levels.
To build a rapport and nurture relationships with new and existing customers.
To diagnose hardware and software incidents across a range of technologies.
To maintain customer site documentation.
To build personal knowledge of their product portfolio.
To complete the training and development plan to increase skills level on an ongoing basis.

PERFORMANCE STANDARDS
Maintain high levels of customer satisfaction
Maintain a safe and clean working environment
Diagnose and resolve technical issues
Adhere to team and personal performance indicators on helpdesk calls

TECHNICAL SKILLS REQUIRED:
Previous experience of working in an IT environment to the requisite level of technical understanding
Knowledge of virtualisation technologies (HyperV/VMWare). Also Server, Storage Networking would be preferred. Citrix knowledge would be beneficial
Ability to produce clear and concise documentation
Microsoft Windows Server technology design and implementation
Good knowledge of Active Directory/Microsoft Exchange design and implementation
Microsoft Office Suite including Office 365
Understanding of security solutions such as the implementation of Next gen Firewalls
Understanding of varying connectivity technologies (Leased line/MPLS/EFM/FTTC) is beneficial
Ideally, the candidate will hold MCSE/MCITP and VCP would also be beneficial

Must hold a clean UK driving license

OFFICE HOURS:
Monday to Friday, 8.45am5.30pm

HOLIDAYS:
20 days per year plus Public Holidays.

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