2nd Line IT Support Engineer

Type: Permanent Position
Salary: Dependant on experience
Location: Leeds
As a result of continued expansion, we're looking for an experienced 2nd line IT support engineer to join our successful, growing team and provide a first class technical service to our expanding customer base.

Reporting into the IT Support Manager, you will be responsible for providing efficient remote/onsite support and services to clients located UK-wide.

What's involved?

• Provide technical support to customers via telephone, email and remote monitoring software
• Respond, diagnose and resolve customer’s incidents within agreed SLAs
• Be included in the 24/7 support rota
• Perform regular proactive IT and infrastructure tasks onsite with clients
• Report, update and track incidents using service desk system
• Ensure that customers are kept up to date at all times
• Answer customer’s questions regarding infrastructure and networking

Skill requirements:

• Experience in providing IT support, ideally in a helpdesk environment
• Technical knowledge of Microsoft Windows on both desktop and server
• Excellent communication skills – both written and verbal
• Able to work on own and under pressure
• Self-motivated
• Good time management and priority handling
• Previous experience of working in a customer facing environment
• Ability to diagnose and resolve problems
• Initiative to find answers to new questions
• Professional working attitude

Knowledge of:

• Windows 7, Windows 10
• Microsoft Office 365
• MacOS X
• Windows Server 2016/2019
• Microsoft Exchange Server 2010 – 2016
• Networking knowledge covering LAN/vLAN/WAN technologies
• AntiVirus software
• Backup solutions

We're looking for someone who takes a logical and methodical approach to efficient problem solving/fault finding and also takes great pride in meeting and exceeding customer expectations. If you're interested, please get in touch!